Operations Support Specialist, Lead

Company Overview

Renovo Solutions is a nationwide healthcare and life sciences technology management company. We offer a range of opportunities for employees to grow within the company. With a presence in 40+ states and a growing international footprint, we provide comprehensive solutions for managing and maintaining the equipment our clients depend on. We prioritize investing in our employees’ development, offering various phases and advancement paths. Through ongoing training, mentorship programs, and a supportive work environment, we foster professional growth and promote from within. Join our team to make a difference while advancing your career with Renovo.

About the Role

The Operations Support Specialist, Lead owns and leads a defined scope under the Enterprise Laboratory Instrument Services (ELIS) program. That scope may be a whole client site, a group of departments or laboratories, or a site coordination team at larger campuses. The role is accountable for the entire scope, not only for the holder’s own caseload, and carries a full coordination caseload alongside that accountability (intake, entitlement check, dispatch, escort, verification, and closeout). The role also holds judgment and escalation authority beyond that of a Lab Liaison.

Responsibilities

• Scope leadership and accountability: Own the assigned scope (site, group of labs, or coordination team); be accountable for service performance across the entire scope; set priorities and resolve competing demands; represent the scope in operating reviews; surface recurring problems, emerging service needs, new equipment, and scope growth.
• Coordination delivery: Carry a full coordination caseload; receive service requests via any route and triage for urgency, scientific impact, and instrument criticality; check coverage position (warranty, service contract, T&M, self‑perform) before dispatch; dispatch to Renovo engineers or OEM/third‑party as appropriate; maintain the scheduled maintenance (SM) calendar and avoid conflicts with critical work; track demand maintenance (DM) to resolution and chase overdue/aging work orders.
• Judgment and escalation authority: Resolve entitlement questions; review and challenge vendor/OEM quotes that do not match reported faults; make deferment and cancellation decisions on SM with documented reasons and compliance impact; decide what is resolved locally versus escalated; flag coverage mismatches and build cases for change.
• Team direction (when scope includes site staff): Allocate daily and weekly work across the site team; allocate work and priority for any reporting Life Science Engineer while leaving technical judgment to the engineer; coach and develop coordinators on entitlement judgment, documentation quality, and laboratory relationships; verify coordinator training and qualification; build coverage depth to avoid single‑person dependencies; support hiring, onboarding, and performance input; own site continuity planning and documented handovers.
• Data accountability for the scope: Ensure accuracy and completeness of records across the whole scope; keep asset location, status, configuration, and coverage position correct in the system of record; close work orders with complete data; run periodic reconciliation of physical assets versus system records; provide accurate scope data for audits, entitlement reviews, budget cycles, and contractual reporting; raise discrepancies and apply Master Data standards.
• Site continuity (standalone sites): Maintain a named peer pairing with an assigned hub site; document site procedures, laboratory contacts, escalation paths, access requirements, and platform specifics; plan, schedule, and host engineering visits from the hub site with prepared work lists; own local relationships with OEM and third‑party service providers; maintain a documented handover pack for coverage during absences.
• Vendor management and safety: Own local vendor relationships, monitor performance and responsiveness; confirm service reports support invoices before approval; follow laboratory safety requirements (biological, chemical, electrical, cryogenic); exercise stop‑work authority when safety is compromised and escalate as needed.
• Quality and compliance: Meet GxP and client quality system documentation requirements; support internal and client audits, quality reviews, and regulatory inspections; maintain and align standard operating procedures to actual practice.
• Escort and vendor hosting (site‑based expectation): Escort and host OEM/third‑party personnel in laboratories and equipment areas; ensure personnel are inducted, badged, trained, and compliant before entry; remain with personnel where required; verify work matches authorization, area is left clean and safe, and service reports are complete before departure; escalate any unannounced or non‑compliant activity.

Qualifications

• 4+ years of experience in laboratory operations, equipment coordination, service coordination, or a comparable coordination role.
• Demonstrated experience owning a defined scope and being held accountable for its performance.
• Experience working directly with scientific or technical staff in their environment.
• Experience with a computerized maintenance management system (CMMS) or service management platform, including reporting.
• Demonstrated judgment on service entitlement, vendor quotes, and maintenance deferment.
• Ability to operate independently with limited on‑site support, especially at standalone sites.
• Working knowledge of GxP requirements, data integrity expectations, and laboratory documentation practice.
• Experience directing or coaching other staff (required when the scope includes site staff).
• Comfortable directing a technical colleague on work allocation and priority without overstepping technical judgment.
• Experience in a pharmaceutical, biotechnology, or research environment (strongly preferred).

Education / Special Training

• Associate or Bachelor’s degree preferred in a scientific, technical, or business discipline (equivalent experience considered).
• Training in laboratory safety, GxP, and data integrity provided or required.
• CMMS and platform training provided after hire.
• Training on any site‑specific system of record used at the assigned location provided after hire.

Required Competencies

• Scope Ownership – accountable for everything in the assigned scope.
• Independent Judgment – decides entitlement, quote challenges, and deferment calls.
• Follow‑through – closes open items without waiting to be asked.
• Relationship Ownership – known and trusted by name in assigned laboratories.
• Data Discipline – treats record accuracy as an operating requirement.
• Commercial Awareness – recognises coverage paid for but not used and mismatched quotes.
• Resilience and Self‑direction – operates well with limited local support and escalates appropriately.
• Coaching – develops coordinators where the assignment includes a team.
• Integrity – admits mistakes, is direct and truthful, and acts in the best interest of clients, employees, and Renovo.

Success Measures

• Scheduled maintenance completion against plan across the whole scope.
• Demand maintenance response and resolution time across the whole scope.
• Overdue and aging work order volume in the scope.
• Contractual key performance indicator attainment for the scope.
• Entitlement checked before dispatch (sampled work orders).
• Vendor quotes reduced or avoided through challenge.
• Vendor work verified and documented before invoice approval.
• Asset and work order record accuracy across the scope.
• Reconciliation gaps found and closed per cycle.
• Client and laboratory staff feedback within the scope.
• Engineering visit time used against a prepared work list (standalone sites).
• Currency of documented handover pack and peer pairing (standalone sites).
• Site team qualification completion and coverage depth (scopes with site staff).
• Engineering time used productively against a prepared work list (when an engineer reports to this role).
• Audit outcomes and safety performance for the scope.

Safety Requirements

• Abide by and follow Renovo safety policies, procedures, and injury/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.
• Complete required safety training assignments on time.

Physical Requirements

• Regular presence in active laboratory environments, including areas with biological, chemical, electrical, and cryogenic hazards.
• Ability to wear required personal protective equipment for extended periods.
• Ability to move about a multi‑building site.