Operations Support Specialist, Lab Liaison

Renovo Solutions • Malvern, PA

2d • Onsite

About The Position

The Operations Support Specialist, Lab Liaison, owns service transactions for instruments at an assigned Johnson & Johnson site under the Enterprise Laboratory Instrument Services (ELIS) program. The role receives and triages service requests, checks instrument coverage, dispatches work to Renovo engineers or vendors, tracks and escorts work, verifies completion, and closes out service records. Requests may arrive in person, by email, phone, or through the system of record; intake and routing are core responsibilities.

This is a laboratory-facing, on-site role requiring a visible daily presence in assigned laboratories, buildings, or departments. The Lab Liaison coordinates scheduled maintenance, vendors, service documentation, and invoices; maintains accurate work-order and asset records; supports audits and quality reviews; and follows GxP, client quality, laboratory safety, and site requirements. The role works alongside Life Science Engineers on self-perform work and the Lifecycle and Relocations Coordinator on assets entering, leaving, or moving within the estate. It reports to the OSS Supervisor or OSS Lead where those roles exist at the assigned site, and otherwise to the Site Operations Manager.

Escorting and hosting OEM and third-party personnel is a standing expectation for every site-based role on the program. The Lab Liaison confirms that visitors meet site access, induction, training, and safety requirements; remains with them during work where required; verifies authorized work and documentation; and escalates unsafe, undocumented, or out-of-scope work. The position includes travel of approximately 5 to 10 percent for assigned satellite locations, training, and program meetings. Where satellite locations are assigned for remote support, coverage is provided without routine travel.

Requirements

• At least 2 years of experience in laboratory operations, equipment coordination, service coordination, dispatch, or a comparable coordination role.
• Experience working directly with technical or scientific staff in their own environment.
• Experience with a computerized maintenance management system (CMMS) or service management platform.
• Ability to manage multiple open items across several laboratories without losing track of them.
• Working knowledge of GxP requirements and laboratory documentation practice, or willingness to be trained.
• Comfort working in an active laboratory environment.
• Ability to wear required personal protective equipment for extended periods and move about a multi-building site throughout the day.
• Occasional ability to lift up to 15 kilograms with appropriate assistance or equipment.
• Travel approximately 5 to 10 percent for assigned satellite locations, training, and program meetings; assigned satellite support may be provided without routine travel.
• Follow applicable safety policies, customer-site requirements, OSHA guidelines, and laboratory or facility-specific procedures, and complete required safety training.
• Required competencies include ownership, follow-through, judgment, relationship building, data discipline, commercial awareness, communication, and integrity.

Nice To Haves

• Experience in a pharmaceutical, biotechnology, or research environment.
• Associate or Bachelor’s degree in a scientific, technical, or business discipline; equivalent experience is considered.

Responsibilities

• Receive laboratory service requests in person, by email, phone, or through the system of record; acknowledge requests and gather missing information.
• Triage requests based on urgency, scientific impact, and instrument criticality, and set appropriate priorities.
• Route requests outside the role’s scope to the correct function, including Lifecycle and Relocations for asset changes, and confirm they are received.
• Check instrument warranty, service contract, time-and-materials, or self-perform coverage before dispatching work.
• Dispatch self-performed work to Renovo engineers and other work to OEMs or third parties.
• Raise service requests, quotes, and purchase requisitions through the Sourcing and Payments team; flag coverage mismatches and escalate unclear entitlement or disproportionate quotes to the Site Operations Manager.
• Build and maintain the scheduled maintenance calendar for assigned laboratories, coordinate timing with laboratory staff, and manage deferments and cancellations with reasons and compliance impacts recorded.
• Chase overdue and aging work orders and escalate scheduled maintenance that cannot be completed within its compliance window.
• Coordinate vendor visits around laboratory availability and scientific priority; obtain and review service reports and query discrepancies before invoice approval.
• Maintain a visible daily presence in assigned laboratories, respond to requests at the bench, communicate status and timing, and understand the local instrument base and its potential impact.
• Surface recurring problems, emerging needs, and new equipment to the Site Operations Manager.
• Maintain accurate work-order data, asset location, status, and coverage information in the system of record; close work orders with complete data and raise record discrepancies.
• Provide accurate area data for audits, entitlement reviews, and reporting cycles; support audits and quality reviews.
• Meet GxP and client quality-system documentation requirements and follow laboratory safety requirements, including biological, chemical, electrical, and cryogenic hazards.
• Exercise stop-work authority when work cannot be performed safely and escalate safety concerns.
• Escort and host OEM and third-party personnel; confirm their induction, badges, training, and site access and safety compliance before laboratory entry.
• Remain with third-party personnel while they work where required by the area, hazard, or client; verify authorized work and that the area is left clean, safe, and operational.
• Verify service reports or work records are complete before third parties leave site and route documentation for invoice verification.
• Immediately escalate unannounced third-party visits, missing documentation, or attempts to work outside the authorized scope.
• Follow Renovo and customer-site safety policies, procedures, OSHA guidelines, and laboratory or facility-specific requirements; complete required safety training on time.

Benefits

• Employee development opportunities, ongoing training, mentorship programs, a supportive work environment, and advancement paths, including promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed