Office Administrative and Customer Support - Service Support Representative

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

Description

Title: Service Support Representative Location: Cambridge, MA, 02142 Duration: 0-9+ months Shift: M-F 8 am to 5 pm Pay Rate: $29.00 - $34.00/Hour

Job Duties

Serve as the primary point of contact for laboratory 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 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.

Qualifications

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

Non-Negotiable Hiring Criteria

Demonstrated success in a Customer facing position

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

Employee Benefits

• Four options of medical Insurance


• Dental and Vision Insurance


• 401k Contributions


• Critical Illness Insurance


• Voluntary Permanent Life Insurance


• Accident Insurance
  
• Other Employee Perks

EEO Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.