Office Administrative and Customer Support - Service Support Representative at Mindlance in Cambridge, MA

Job description

• 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

Responsibilities

• • 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.

Requirements

• • 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
• • Demonstrated success in a Customer facing position
• • Experience in Life Sciences or Healthcare environment preferred
• • Project management experience preferred
• • Bachelor's Degree Preferred

Skills

Required

• Proficient PC skills

Preferred

• Project management experience

Benefits

• Health insurance
• 401(k)
• Dental Insurance
• Vision Insurance
• Referral Program
• Travel Allowances