Operations Support Specialist, Lead

Renovo Solutions; Athens (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Renovo Solutions is seeking an Operations Support Specialist, Lead to own and lead a defined scope within the ELIS program. You will manage a full coordination caseload, triage service requests, and coordinate with Renovo engineers or vendors to ensure timely, compliant maintenance and escalation decisions.

You will drive site-level performance, budgeting, and reporting, while training coordinators, ensuring data accuracy, and maintaining continuity across campuses and laboratories.

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 with a CMMS or service management platform and reporting from it.
• Strong judgment on service entitlement, vendor quotes and maintenance deferment.

Responsibilities

• Own the assigned scope, whether that scope is a whole site, a group of laboratories or departments, or a site coordination team.
• Be accountable for service performance across the entire scope, not only for personally handled work.
• Coordinate requests by various channels and triage for urgency and impact.
• Escort and host OEM and third‑party personnel and ensure proper induction and safety compliance.
• Maintain the maintenance calendar and ensure timing avoids conflicts with critical work.
• Lead site staff coordination and coach coordinators on entitlement judgment and documentation.

Skills

Laboratory operations

Coordination

Judgment

Vendor management

Site leadership

Education

Associate or Bachelor’s degree preferred

Tools

CMMS

Service management platform

Job description

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 Operations Support Specialist, Lead owns and leads a defined scope under the Enterprise Laboratory Instrument Services (ELIS) program. That scope is a whole client site at some locations, a group of departments or laboratories at others, and a site coordination team at the larger campuses. What the seat has in common everywhere is accountability for the scope, not only for the holder’s own caseload.

The role carries a full coordination caseload alongside that accountability. Intake, entitlement check, dispatch to a Renovo engineer or a vendor, escort, verification and closeout. On top of that it holds judgment and escalation authority a Lab Liaison does not: deciding an entitlement question, pushing back on a vendor quote that does not match the fault, taking a deferment decision with the compliance consequence understood, and deciding what gets escalated and what gets resolved locally.

What you will do:

Scope leadership and accountability:

Own the assigned scope, whether that scope is a whole site, a group of laboratories or departments, or a site coordination team.

Be accountable for service performance across the entire scope, not only for personally handled work.

Set priority across the scope and resolve competing demands between laboratories or departments.

Represent the scope in site and program operating reviews with accurate status, including what is not working.

Surface recurring problems, emerging service needs, new equipment entering the scope and scope growth to the reporting manager.

Coordination delivery:

Carry a full coordination caseload alongside the leadership responsibilities of the role.

Receive service requests by any route, including in person, email, phone and the system of record, and triage for urgency, scientific impact and instrument criticality.

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

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

Build and maintain the scheduled maintenance (SM) calendar for the scope, and coordinate timing so maintenance does not collide with critical scientific work.

Track demand maintenance (DM) through to resolution and chase overdue and aging work orders rather than letting them accumulate.

Judgment and escalation authority:

Resolve entitlement questions within the scope, and escallate only where the position is genuinely unclear or the value is disproportionate.

Review vendor and OEM quotes and challenge scope or cost that does not match the reported fault.

Take deferment and cancellation decisions on scheduled maintenance with the reason recorded and the compliance impact understood.

Decide what is resolved locally and what is escalated, and close the loop rather than routing issues upward by default.

Flag coverage that does not match how an instrument is actually used, in either direction, and build the case for change.

Team direction where the scope includes site staff:

Allocate work across the site team day to day and set daily and weekly priority.

Where a Life Science Engineer reports to this role, allocate their work and priority, and coordinate their time against laboratory availability, while leaving technical judgment, return-to-service decisions and platform qualification with the engineer and the technical escalation path.

Coach and develop coordinators on entitlement judgment, documentation quality and laboratory relationships.

Verify coordinators are trained and qualified before they work independently in a laboratory or on the platform.

Build coverage depth so no laboratory relationship, department or instrument platform depends on one person.

Support the Site Operations Manager or Regional Director on hiring, onboarding and performance input for the site team.

Own site continuity planning for any direct report, including cover during absence and a documented handover.

Data accountability for the scope:

Own accuracy and completeness of the record across the whole scope, not only for personally handled work orders.

Keep asset location, status, configuration and coverage position correct in the system of record for the scope.

Close work orders with complete and accurate data so reporting, invoicing and contractual key performance indicators hold up.

Run periodic reconciliation of the physical asset base against the system of record and close the gaps found.

Provide accurate scope data for audits, entitlement reviews, budget cycles and contractual reporting.

Raise record discrepancies and apply the standards set by the Manager, Master Data and Systems consistently.

Site continuity where the scope is a standalone site:

Maintain a named peer pairing with an assigned hub site, and keep that peer current enough to cover the site at short notice.

Document site procedures, laboratory contacts, escalation paths, access requirements and platform specifics so site knowledge sits in the platform rather than personally.

Plan, schedule and host engineering visits from the paired hub site, and prepare the work list in advance so visit time is used well.

Own the local relationship with OEM and third‑party service providers covering the site.

Maintain a documented handover pack that allows the paired site to run the location during absence.

Vendor management and safety:

Own the local relationship with vendors covering the scope, including performance and responsiveness.

Confirm the service report supports the invoice before approval, and query it where it does not.

Follow laboratory safety requirements including biological, chemical, electrical and cryogenic hazards.

Exercise stop‑work authority when work cannot be performed safely, and escallate rather than proceed.

Quality and compliance:

Meet GxP and client quality system documentation requirements for all work coordinated within the scope.

Support internal and client audits, quality reviews and regulatory inspections covering the scope.

Maintain the standard operating procedures applicable to the scope and keep them aligned to actual practice.

Escort and vendor hosting, a standing expectation of every site‑based role:

Escort and host OEM and third‑party personnel in client laboratories and equipment areas, on request and regardless of whose scope the instrument sits in.

Confirm third‑party personnel are inducted, badged, trained, and compliant with client site access and safety requirements before they enter a laboratory.

Remain with third‑party personnel while they work where the area, the hazard, or the client requires continuous accompaniment.

Confirm the work performed matches what was authorised, and that the area is left clean, safe, and operational.

Verify the service report or work record is complete before the third party leaves site, and route it for invoice verification.

Escalate immediately where a third party arrives unannounced, without correct documentation, or attempts work outside the authorised scope.

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, whether or not the role carried a formal title.
• Experience working directly with scientific or technical staff in their own environment.
• Experience with a computerized maintenance management system (CMMS) or service management platform, including reporting from it.
• Demonstrated judgment on service entitlement, vendor quotes and maintenance deferment.
• Ability to operate independently with limited on‑site support, for assignments at standalone sites.
• Working knowledge of GxP requirements, data integrity expectations and laboratory documentation practice.
• Experience directing or coaching other staff preferred, and required where the assigned scope includes site staff.
• Comfortable directing a technical colleague on work allocation and priority without overstepping into technical judgment, for assignments where an engineer reports to this role.
• 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, not only for personally handled work.
• Independent Judgment - decides the entitlement question, the quote challenge and the deferment call rather than passing them up.
• Follow‑through - closes the open item and does not wait to be asked about it.
• Relationship Ownership - known and trusted by name in the assigned laboratories, and gives straight answers.
• Data Discipline - treats record accuracy across the scope as an operating requirement, not paperwork.
• Commercial Awareness - recognises coverage being paid for and not used, and a quote that does not fit the fault.
• Resilience and Self‑direction - operates well with limited local support and escalates at the right point, not the first point.
• Coaching - develops the coordinators in the scope where the assignment includes a team.
• Integrity - can admit 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 scopeOverdue and aging work order volume in the scope
• Contractual key performance indicator attainment for the scope
• Entitlement checked before dispatch, measured on 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, where the scope is a standalone site
• Currency of the documented handover pack and peer pairing, where the scope is a standalone site
• Site team qualification completion and coverage depth, where the scope includes site staff
• Engineering time used productively against a prepared work list, where 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 and 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 as required.
• 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 throughout the day.
• Occasional lifting up to 15 kilograms with appropriate assistance or equipment.
• Travel approximately 5 to 15 percent, covering the paired hub site, assigned satellite locations, training and program meetings. Travel is higher for assignments at standalone sites, to maintain the peer pairing and attend program activity in person.

Classification:

FLSA: Exempt

Note:

Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by RENOVO at any time.

EEO Statement

RENOVO Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RENOVO Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employee is an at‑will employee, and this does not act as a contract of employment.