Office Administrative and Customer Support - Service Support Representative

Posted 9 days ago

mindlanceSomerville (MA)

Customer Service Representatives Testing Laboratories and Services

SENIORITY

Junior

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About the role

Lead Service Support Representative Contract role is set to end June 2027, with potential to extend. Possibility to convert based on Headcount and performance.

Shift: M-F 8 am to 5 pmThe RoleAs a Lead Service Support Representative, you will:

Serve as the primary point of contact for laboratory service coordination, issue resolution, and and process service work orders to ensure timely, accurate, and high-quality execution. Coordinate vendor services and schedule laboratory activities, including preventive maintenance, repairs, installations, decommissions, and other service-related activities. Support laboratory relocation projects by coordinating across Facilities, laboratory teams, vendors, and other stakeholders to ensure activities are completed on schedule. Partner with the Project Manager to coordinate and manage lab move requests and associated service activities. Support service-related issues and escalations, ensuring appropriate follow-up, timely resolution, accuracy, and quality of service. Follow established and approved procedures for high-dollar repairs, including issuing required purchase orders or authorization numbers, monitoring progress and ensuring appropriate follow-up through completion. Develop and maintain positive, professional working relationships with customers, service vendors, internal teams, and other key stakeholders. Maintain a high level of customer satisfaction and loyalty by leveraging customer feedback and survey results to identify opportunities for continuous improvement. Perform other appropriate duties and responsibilities as assigned.

Minimum Qualifications:

Must possess a High School Diploma 2-3 years of Experience in a customer facing position
Vendor Management experience (ordering equipment, tools, items, etc.)Proficient PC skills and ability to effectively use Windows based software.
Must be able to read, write and speak English
Must display a high level of confidentiality

Preferred:

Experience in Life Sciences or Healthcare environment preferred
Project management experience preferred
Bachelor's Degree Preferred
Physical/Environmental Requirements:
Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing
Level of Physical Requirements: Light to medium work
Level of Visual Acuity: Clerical, professional, administrative
Non-Negotiable Hiring Criteria:

Demonstrated success in a Customer facing positionEEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."

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