Operations Support Specialist, Lab Liaison

Renovo Solutions

Malvern, PA

Pay: $55,000-$60,000/yr

**Why Renovo?**

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.

**Summary:**

The Lab Liaison owns the service transaction on instruments at an assigned Johnson & Johnson site under the Enterprise Laboratory Instrument Services (ELIS) program. A request comes in, this role takes it, checks what coverage the instrument carries, dispatches it to a Renovo engineer or to a vendor, tracks it, escorts the work, verifies it is complete and closes it out correctly.

The role also carries intake. There is no separate service desk supporting North American sites in this program, so requests arrive here directly, from a laboratory, a walk-up, an email or the system. Triaging that intake and routing it correctly is part of the job, not an interruption to it.

The role is deliberately laboratory-facing and on site. Escort is a standing expectation, not an occasional task, and much of the value comes from being physically present and known in the laboratories rather than working a queue from a distance. Lab Liaisons are typically assigned a set of laboratories, buildings or departments so ownership is clear.

The role reports to the OSS Supervisor or OSS Lead where the assigned site runs those seats, and to the Site Operations Manager where it does not. It works alongside the Life Science Engineers on self-perform work, and the Lifecycle and Relocations Coordinator on assets entering, leaving or moving within the estate. Where a request concerns an asset changing shape rather than being serviced, it routes to Lifecycle and Relocations.

Escort is a standing expectation of every role on this program, not a task assigned to a subset of the team. Anyone on site may be required to escort and host OEM and third-party personnel, confirm they meet site access, induction and safety requirements before entering a laboratory, remain with them while they work where the area requires it, and verify the work is complete and documented before they leave. Nobody on this program declines an escort because it is not in their job description.

**What you will do:**

Intake and triage:

Receive service requests from laboratory staff by any route, including in person, email, phone and the system of record.

Triage each request for urgency, scientific impact and instrument criticality, and set priority accordingly.

Confirm the request is complete enough to act on, and gather what is missing rather than returning it.

Route requests outside scope to the correct function, including Lifecycle and Relocations for asset changes, and confirm they land.

Acknowledge the requester so nobody is left wondering whether the request was received.

**Entitlement and dispatch:**

Check the coverage position of the instrument before dispatching: warranty, service contract, time and materials, or self-perform.

Dispatch work to a Renovo engineer where the platform is self-performed, and to the OEM or third party where it is not.

Raise service requests, quotes and purchase requisitions through the Sourcing and Payments team.

Flag coverage that does not match how the instrument is actually used, in either direction.

Escalate to the Site Operations Manager where entitlement is unclear or the quoted cost is disproportionate.

**Scheduled maintenance coordination:**

Build and maintain the scheduled maintenance (SM) calendar for the assigned laboratories.

Coordinate SM timing with laboratory staff so maintenance does not collide with critical scientific work.

Manage deferments and cancellations, with the reason recorded and the compliance impact understood.

Chase overdue and aging work orders rather than letting them accumulate.

Escalate SM that cannot be completed within its compliance window.

Vendor coordination and invoice verification:

Coordinate vendor visits around laboratory availability and scientific priority.

Obtain and check the service report, and confirm it supports the invoice before approval.

Query a service report that does not match the reported fault or the authorised scope, rather than passing it for payment.

**Laboratory relationship:**

Maintain a visible daily presence in the assigned laboratories and be known by name to the staff working there.

Take requests at the bench and give laboratory staff a straight an