Office Administrative and Customer Support - Service Support Representative

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

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.

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 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

Demonstrated success in a Customer facing position

At Lance Soft, full-time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

Four options of medical Insurance

Dental and Vision Insurance

401k Contributions

Critical Illness Insurance

Voluntary Permanent Life Insurance

Accident Insurance

Other Employee Perks

Lance Soft 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.

Lance Soft makes hiring decisions based solely on qualifications, merit, and business needs at the time.