Lab Service & Customer Support Specialist

Lancesoft; Cambridge (MA); On-site; USD 40,000 - 47,000; Full time

Job summary

LanceSoft is seeking a Service Support Representative in Cambridge, MA to coordinate laboratory services, handle issues, and manage vendor relations. This on-site role pays $29.00–$34.00 per hour and runs Monday through Friday with a standard daytime shift.

The position requires 2–3 years of customer-facing experience, English fluency, and confidentiality. A High School Diploma is mandatory, with a preference for Life Sciences exposure.

Qualifications

• High School Diploma required.
• 2-3 years of experience in a customer-facing position.
• Vendor management experience (ordering equipment, tools, items, etc.).
• Proficient with Windows-based software.
• Must read, write and speak English, maintain confidentiality.

Responsibilities

• Serve as the primary point of contact for service coordination, issue resolution, and escalations.
• Manage and process service work orders to ensure timely, accurate, and high-quality execution.
• Coordinate vendor services and schedule laboratory activities, including maintenance, repairs, installations, and decommissions.
• Support laboratory relocation projects by coordinating with Facilities, laboratory teams, vendors, and other stakeholders.
• Partner with the Project Manager to coordinate lab move requests and related service activities.
• Support service issues and escalations with timely follow-up and quality service.
• Follow procedures for high-dollar repairs, including purchasing and authorization processes.
• Develop and maintain relationships with customers, vendors, and internal teams to ensure customer satisfaction.

Skills

Customer facing

Vendor management

Confidentiality

Windows-based software

Education

High School Diploma

Bachelor's Degree

Tools

Windows OS

Job description

LanceSoft is seeking a Service Support Representative in Cambridge, MA to coordinate laboratory services, handle issues, and manage vendor relations. This on-site role pays $29.00–$34.00 per hour and runs Monday through Friday with a standard daytime shift.

The position requires 2–3 years of customer-facing experience, English fluency, and confidentiality. A High School Diploma is mandatory, with a preference for Life Sciences exposure.