Operations Support Specialist, Supervisor

Renovo Solutions•Philadelphia, PA

8d•Onsite

About The Position

The Operations Support Specialist Supervisor leads the coordination function at an assigned Johnson & Johnson site under the Enterprise Laboratory Instrument Services (ELIS) program. The role supervises the site coordination team and owns how service work flows through the site from intake to invoice. The seat exists at sites where the coordination population is large enough or segmented enough that the Site Operations Manager cannot direct it directly. Some sites in this program run a coordinator per scientific department, which means several named scopes, several sets of laboratory relationships, and a real risk of work falling between them. This role owns that boundary.

Requirements

5+ years of experience in laboratory operations, equipment coordination, service coordination or a comparable coordination environment.
2+ years of experience supervising or leading a coordination, dispatch or administrative team, including performance management.
Demonstrated ownership of a work order or service queue at site or multi-site level, with accountability for on-time performance.
Demonstrated judgment on service entitlement, vendor quotes and maintenance deferment.
Experience with a computerized maintenance management system (CMMS) or service management platform, including reporting from it.
Experience working directly with scientific or technical staff in their own environment.
Working knowledge of GxP requirements, data integrity expectations and laboratory documentation practice.

Nice To Haves

Experience in a pharmaceutical, biotechnology or research environment strongly preferred.

Responsibilities

Supervise the site OSS Leads, Lab Liaison Coordinators and, where assigned, the Lifecycle and Relocations Coordinator
Allocate work and set daily and weekly priority across the coordination team
Own hiring input, onboarding, performance management and development for the coordination team
Verify coordinators are trained and qualified before they work independently in a laboratory or on the platform
Own coverage across the assigned scopes so no scientific department, laboratory relationship or instrument group depends on one person
Manage coordination coverage during absence, shutdowns, holidays and planned outages
Manage the boundary between assigned scopes so work does not fall between coordinators.
Own the site work order flow end to end: intake, triage, entitlement check, dispatch, execution, closeout and invoice verification.
Set and enforce the intake standard, since there is no separate service desk supporting the site and requests arrive directly to the coordination team.
Own the site scheduled maintenance (SM) plan build and calendar across all assigned scopes.
Own the aging and overdue work order position for the site, and drive it down rather than reporting it.
Approve or escalate deferment and cancellation decisions where the compliance impact is material.
Own escalation of demand maintenance (DM) on critical instrumentation to the Site Operations Manager and the technical function.
Own the standard that entitlement is checked before dispatch, and audit that it is being followed.
Review vendor quotes above a defined threshold before they are approved, with technical input from the Life Science Engineer, Supervisor.
Own the site position on coverage that does not match how an instrument is actually used, in either direction, and build the case for change.
Ensure vendor work is verified and documented before invoice approval, and that the service report supports the invoice.
Own the escort standard at the site, including confirmation that third-party personnel meet access, induction and safety requirements before entering a laboratory.
Support quote, purchase requisition and purchase order activity through the Sourcing and Payments team.
Own accuracy and completeness of work order and asset records across all coordination scopes at the site.
Assign record ownership across the coordination team and hold it as a measured duty rather than administration.
Run periodic reconciliation of the physical asset base against the system of record and close the gaps found.
Hold the team to closing work orders with complete and accurate data so reporting, invoicing and contractual key performance indicators are defensible.
Apply the record standards set by the Manager, Master Data and Systems consistently, and raise cases the standard does not cover.
Provide site coordination data for audits, entitlement reviews, budget cycles and contractual reporting.
Maintain a visible presence across the assigned laboratories rather than working from an office.
Handle laboratory escalations that the coordination team cannot resolve, and close them out rather than routing them upward by default.
Support the Site Operations Manager in operating reviews with laboratory leadership, with accurate status including what is not working.
Surface recurring problems, emerging service needs, new equipment entering the site and scope growth.
Carry a reduced coordination caseload so the role stays connected to how the work actually runs.
Ensure coordination work at the site meets GxP and client quality system documentation requirements.
Support internal and client audits, quality reviews and regulatory inspections.
Maintain the coordination standard operating procedures for the site and keep them aligned to actual practice.
Follow laboratory safety requirements including biological, chemical, electrical and cryogenic hazards, and hold the team to the same standard.
Exercise and support stop-work authority when work cannot be performed safely.
Escort and host OEM and third-party personnel in client laboratories and equipment areas, on request and regardless of whose scope the instrument sits in.
Confirm third-party personnel are inducted, badged, trained, and compliant with client site access and safety requirements before they enter a laboratory.
Remain with third-party personnel while they work where the area, the hazard, or the client requires continuous accompaniment.
Confirm the work performed matches what was authorised, and that the area is left clean, safe, and operational.
Verify the service report or work record is complete before the third party leaves site, and route it for invoice verification.
Escalate immediately where a third party arrives unannounced, without correct documentation, or attempts work outside the authorised scope.
Abide by and follow Renovo safety policies, procedures, and injury and illness prevention expectations.
Maintain a safe working environment for self and others when visiting customer sites, laboratories, offices, or operational environments.
Follow applicable customer site safety requirements, OSHA guidelines, and laboratory or facility-specific procedures as required.
Complete required safety training assignments on time.