Service Support Representative

Location: Cambridge, MA

Schedule: Monday-Friday, 8:00 AM-5:00 PM

Pay: $34.00 per hour

Position Type: Contract

Contract Duration: Through June 2027, with potential for extension

Conversion: Potential opportunity for permanent employment based on headcount availability and performance

Position Overview

We are seeking a Service Support Representative to coordinate laboratory service activities, vendor relationships, work orders, and issue resolution within a professional life sciences environment. This role serves as a key point of contact between customers, laboratory teams, vendors, Facilities, and other stakeholders to ensure services are completed accurately, efficiently, and on schedule.

Key Responsibilities

• Serve as a primary point of contact for laboratory service coordination, issue resolution, and escalations.

• Manage and process service work orders, ensuring timely and accurate completion.

• Coordinate vendors and schedule laboratory services, including preventive maintenance, repairs, installations, and equipment decommissions.

• Support laboratory relocation and move projects by coordinating with Facilities, laboratory teams, vendors, and project stakeholders.

• Partner with Project Managers to coordinate lab move requests and related service activities.

• Track service issues and escalations through resolution, ensuring appropriate follow-up and quality.

• Support high-dollar repair processes, including purchase orders and authorization requirements, while monitoring work through completion.

• Build and maintain positive relationships with customers, vendors, internal teams, and key stakeholders.

• Promote a high level of customer satisfaction and identify opportunities for continuous improvement.

• Perform other related duties as assigned.

Qualifications

Required:

• High School Diploma or equivalent.

• 2-3 years of experience in a customer-facing position.

• Vendor management experience, including ordering equipment, tools, supplies, or related items.

• Proficiency with PC and Windows-based software.

• Ability to read, write, and communicate effectively in English.

• High level of confidentiality and professionalism.

• Demonstrated success working in a customer-facing role.

Preferred:

• Experience in a Life Sciences or Healthcare environment .

• Project management experience.

• Bachelor's degree.

Work Environment & Physical Requirements

This position involves light to medium physical activity, including walking, sitting, standing, kneeling, crouching, lifting, pushing, pulling, grasping, and repetitive computer work. The role requires professional/administrative visual acuity and the ability to work effectively in a laboratory and office environment.

Why Consider This Opportunity?

• $34/hour

• Monday-Friday, 8 AM-5 PM

• Contract through June 2027

• Potential contract extension

• Potential opportunity to convert to a permanent position based on performance and available headcount

• Opportunity to work in a life sciences/laboratory environment

• High-visibility role involving customers, vendors, laboratory teams, Facilities, and project stakeholders

Location: Cambridge, Massachusetts

Schedule: Monday-Friday | 8:00 AM-5:00 PM

Pay Rate: $ 34.00/hour

Pay Details: $34.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.