Operations Support Specialist

About the role

An 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.

Responsibilities

• Exhibit excellent leadership ability and personnel skills, dealing with people in a managerial or supervisory role, establishing work priorities and schedules, training requirements, etc., in a manner sensitive to both the customer and coworkers.
• Take responsibility for clerical needs, including completeness and accuracy of service reports while entering the information into our CMMS RENOVOLive system in a timely manner.
• Coordinate and monitor outside vendor services provided to the account, escalating challenges as applicable and working with all parties to resolve escalations while keeping the end user and sponsor updated at all times.
• 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.
• Routine inventory cycle counts to validate inventory accuracy.
• Communicate with appropriate support staff pro-actively to assure customer satisfaction with the RENOVO program.
• Review Inventory & budgetary reports for accuracy and completeness routinely.
• Meet with sponsor weekly to review agreed upon metrics and data related to program performance, discussing escalations and other important topics.
• Schedule all SMs (scheduled maintenance) proactively while balancing repair calls (corrective maintenance) as required, pursuing a SM monthly completion rate of 100%.
• Respond to all urgent requests for service verbally within 15 minutes.
• Prioritize balance of repairs and scheduled services accordingly, monitoring all repairs till completion and following up with 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, demonstrating good judgment on which repairs are attempted on-site and obtaining sponsor approval on certain part acquisitions.
• 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 high level of customer satisfaction and perception of value per dollar cost, and ensuring the company image is perceived primarily 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 evaluating the predictable life span of aging equipment, and 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 / OSA Committee meetings as required by the facility.
• Perform other duties as assigned, including escorting vendors and assisting with on-site repair calls as needed.

Requirements

• Bachelor's Degree or equivalent required.
• Minimum of 2 years of experience in the Life Science / Research industry preferred.
• Exceptional organizational and administrative skills required.
• Excellent written and verbal communication skills required.
• Proficient in Microsoft Office products, with emphasis in Excel.

Qualifications

• Basic understanding of general clinical patient care devices and their use within the healthcare facility.

Skills

• Accountability
• Communication
• Customer Service
• Priority Setting
• Technical Knowledge

Benefits

• Flexible work hours, including daytime and evening hours, with potential for overtime and on-call work.

Pay

$60k-$70k annually based on experience.

Schedule

Forty hours per week during daytime and evening hours, with potential for overtime and on-call work.

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