Sr. Operations Support Specialist

Renovo Solutions•Boston, MA

1d•$75,000 - $85,000•Onsite

About The Position

The Sr. Operations Support Specialist is assigned full time on-site to a specific resident staff account (facility) to provide account assistance. This role is responsible for on-site account administration and must maintain an exceptional relationship with the account sponsors, facility staff, equipment end users, vendors, and service personnel.

Requirements

B.S Degree or equivalent required
Exceptional organizational and administrative skills required.
Excellent written and verbal communication skills required.
Proficient in Microsoft Office products, with emphasis in excel.
Accountability – takes ownership of assigned work and responsibilities, follows through and closes the loop
Communication – clearly expresses thoughts and ideas both in written and verbal communications, provides timely information
Customer Service – demonstrates a “customer-first” mentality, focused on meeting the needs of customers and captures feedback to make improvements
Priority Setting – Prioritizes assigned schedules and workload
Technical Knowledge - Basic understanding of general clinical patient care devices and their use within the healthcare facility

Nice To Haves

Minimum of 4 years of experience in the Life Science / Research industry preferred.

Responsibilities

Exhibit excellent leadership ability and personnel skills, dealing with people in a managerial or supervisory role, establishing work priorities and schedules, and training requirements in a manner sensitive to both the customer and coworkers.
Take responsibility for clerical needs, including completeness and accuracy of service reports, entering information into the CMMS RENOVOLive system in a timely manner, filing, tracking scheduled maintenance (SM) and repair services (CM), preparing monthly status reports, and notifying departments of overdue and incomplete SMs.
Coordinate and monitor outside vendor services provided to the account until completion. Escalate challenges as applicable and work with all parties to resolve escalations while keeping the end user and sponsor updated. Negotiate service contracts when necessary.
Process inventory additions and deletions to the RENOVO Services agreement, maintaining an accurate inventory in RENOVOLive and customer CMMS if applicable. Routinely perform inventory cycle counts to validate accuracy. Communicate proactively with appropriate support staff to ensure customer satisfaction with the RENOVO program. Review Inventory & budgetary reports for accuracy and completeness. Meet with sponsor weekly to review agreed-upon metrics and data related to program performance, and discuss escalations and other important topics.
Work independently to schedule all SMs proactively while balancing repair calls (corrective maintenance) as required. Pursue a 100% SM monthly completion rate. Respond to all urgent requests for service verbally within 15 minutes.
Prioritize and balance repairs and scheduled services accordingly. Monitor all repairs until completion, then follow up with the equipment end-user to ensure satisfaction with the repair.
Order and track all necessary parts and purchased services for repairs using the approved purchasing method for the account. Demonstrate good judgment on which repairs are attempted on-site. Obtain sponsor approval on certain part acquisitions. Maintain an accurate inventory and usage report.
Maintain timely and accurate knowledge of equipment status through proper use of department schedules, inventories, and PM schedules.
Exhibit extraordinary customer relations skills, maintaining a close daily relationship with the customer sponsor and account staff, ensuring a high level of customer satisfaction and perception of value per dollar cost. Represent the company image through contact with the customer and onsite personnel.
Work closely with managers to keep them informed of account status, including SM status, repair status, level and type of projects underway, and customer concerns, challenges, and escalations.
Assist in user education and new equipment evaluation as requested. Assist in the evaluation of the predictable life span of aging equipment.
Track safety and quality-related issues as required by the facility, including hazard notification, equipment failure related to end-user safety, manufacturer recalls, and mandatory equipment notifications and upgrades. Attend Safety / OSHA Committee meetings as required by the facility.
Perform other duties as assigned, including escorting vendors and assisting with on-site repair calls as needed.
Perform other duties as assigned by your Manager.