Office Administrative and Customer Support - Service Support Representative

Lead Service Support Representative

Contract role is set to end June 2027, with potential to extend. Possibility to convert based on Headcount and performance. Shift: M-F 8 am to 5 pm

The Role

As a Lead Service Support Representative, you will:

• 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/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

Non-Negotiable Hiring Criteria:

Demonstrated success in a Customer facing position

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."