Operations Support Specialist, Supervisor

Socket.dev; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Job summary

Renovo Solutions is seeking an Operations Support Specialist Supervisor to lead the coordination function at a Johnson & Johnson site under ELIS program. This role supervises the site coordination team and owns the site work flow from intake to invoice.

Expect onsite collaboration with lab leadership and cross-functional teams to ensure safe, compliant operations. You will own the end-to-end work order lifecycle, manage maintenance plans, and drive on-time performance while maintaining data

Qualifications

• 5+ years of experience in laboratory operations or coordination.
• 2+ years supervising or leading a coordination, dispatch or admin team, including performance management.
• Demonstrated ownership of a work order or service queue with accountability for on-time performance.
• Experience with CMMS or service management platforms, including reporting.
• Experience working with laboratory safety, GxP and data integrity practices.

Responsibilities

• Oversee site coordination team and ensure coverage across scopes.
• Own end-to-end work order lifecycle from intake to invoice.
• Manage site maintenance plans and aging work orders.
• Escalate demand maintenance on critical instrumentation as needed.
• Ensure entitlement checks and vendor quotes before dispatch.

Skills

Leadership

Operational Ownership

Judgment

Boundary Management

Data Discipline

Commercial Awareness

Communication

Integrity

Education

Associate or Bachelor’s degree preferred

Training in GxP and data integrity provided or required

Tools

CMMS

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 Supervisor leads the coordination function at an assigned Johnson & Johnson site under the Enterprise Laboratory Instrument Services (ELIS) program. The role supervises the site coordination team and owns how service work flows through the site from intake to invoice. The seat exists at sites where the coordination population is large enough or segmented enough that the Site Operations Manager cannot direct it directly. Some sites in this program run a coordinator per scientific department, which means several named scopes, several sets of laboratory relationships, and a real risk of work falling between them. This role owns that boundary.

What you will do:

Supervising the coordination team: Supervise the site OSS Leads, Lab Liaison Coordinators and, where assigned, the Lifecycle and Relocations Coordinator Allocate work and set daily and weekly priority across the coordination team Own hiring input, onboarding, performance management and development for the coordination team Verify coordinators are trained and qualified before they work independently in a laboratory or on the platform Own coverage across the assigned scopes so no scientific department, laboratory relationship or instrument group depends on one person Manage coordination coverage during absence, shutdowns, holidays and planned outages Manage the boundary between assigned scopes so work does not fall between coordinators.

Owning the work order lifecycle:

• Own the site work order flow end to end: intake, triage, entitlement check, dispatch, execution, closeout and invoice verification.
• Set and enforce the intake standard, since there is no separate service desk supporting the site and requests arrive directly to the coordination team.
• Own the site scheduled maintenance (SM) plan build and calendar across all assigned scopes.
• Own the aging and overdue work order position for the site, and drive it down rather than reporting it.
• Approve or escape deferment and cancellation decisions where the compliance impact is material.
• Own escalation of demand maintenance (DM) on critical instrumentation to the Site Operations Manager and the technical function.

Entitlement, vendor and spend control:

• Own the standard that entitlement is checked before dispatch, and audit that it is being followed.
• Review vendor quotes above a defined threshold before they are approved, with technical input from the Life Science Engineer, Supervisor.
• Own the site position on coverage that does not match how an instrument is actually used, in either direction, and build the case for change.
• Ensure vendor work is verified and documented before invoice approval, and that the service report supports the invoice.
• Own the escort standard at the site, including confirmation that third-party personnel meet access, induction and safety requirements before entering a laboratory.
• Support quote, purchase requisition and purchase order activity through the Sourcing and Payments team.

Data and record accountability for the site:

• Own accuracy and completeness of work order and asset records across all coordination scopes at the site.
• Assign record ownership across the coordination team and hold it as a measured duty rather than administration.
• Run periodic reconciliation of the physical asset base against the system of record and close the gaps found.
• Hold the team to closing work orders with complete and accurate data so reporting, invoicing and contractual key performance indicators are defensible.
• Apply the record standards set by the Manager, Master Data and Systems consistently, and raise cases the standard does not cover.
• Provide site coordination data for audits, entitlement reviews, budget cycles and contractual reporting.

Client and laboratory relationship:

• Maintain a visible presence across the assigned laboratories rather than working from an office.
• Handle laboratory escalations that the coordination team cannot resolve, and close them out rather than routing them upward by default.
• Support the Site Operations Manager in operating reviews with laboratory leadership, with accurate status including what is not working.
• Surface recurring problems, emerging service needs, new equipment entering the site and scope growth.
• Carry a reduced coordination caseload so the role stays connected to how the work actually runs.

Quality, compliance and safety:

• Ensure coordination work at the site meets GxP and client quality system documentation requirements.
• Support internal and client audits, quality reviews and regulatory inspections.
• Maintain the coordination standard operating procedures for the site and keep them aligned to actual practice.
• Follow laboratory safety requirements including biological, chemical, electrical and cryogenic hazards, and hold the team to the same standard.
• Exercise and support stop-work authority when work cannot be performed safely.

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:

• 5+ years of experience in laboratory operations, equipment coordination, service coordination or a comparable coordination environment.
• 2+ years of experience supervising or leading a coordination, dispatch or administrative team, including performance management.
• Demonstrated ownership of a work order or service queue at site or multi-site level, with accountability for on-time performance.
• Demonstrated judgment on service entitlement, vendor quotes and maintenance deferment.
• Experience with a computerized maintenance management system (CMMS) or service management platform, including reporting from it.
• Experience working directly with scientific or technical staff in their own environment.
• Working knowledge of GxP requirements, data integrity expectations and laboratory documentation practice.
• 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.

Required Competencies:

• People Leadership - develops coordinators rather than only directing them, and builds coverage depth deliberately.
• Operational Ownership - owns the site work order position and drives it rather than reporting it.
• Judgment - distinguishes an urgent request from a loud one, and holds the entitlement standard under schedule pressure.
• Boundary Management - keeps work from falling between assigned scopes and between coordination and technical.
• Data Discipline - treats record accuracy across the site 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.
• Communication - gives laboratory leadership a straight answer, including when the answer is bad.
• 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 site
• Demand maintenance response and resolution time
• Aging and overdue work order volume, and the trend
• Contractual key performance indicator attainment for site coordination
• Entitlement checked before dispatch, measured on sampled work orders
• Vendor quotes reduced or avoided through review
• Vendor work verified and documented before invoice approval
• Work order and asset record accuracy across all site scopes
• Reconciliation gaps found and closed per cycle
• Coordinator qualification completion and coverage depth across scopes
• Coordination team retention
• Laboratory staff and client feedback at site level
• Audit outcomes and safety performance

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 assigned satellite locations, peer site support, training and program meetings.

Classification:

FLSA: Exempt

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.