M
Office Administrative and Customer Support - Service Support Representative
Mindlance
🇺🇸 United States
On-site
2 weeks ago
- Windows
2 weeks ago
Not enough detail in this posting to match
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.”
Office Administrative and Customer Support - Service Support Representative · Mindlance