Service Support Representative

Title: Service Support Representative


Location: Cambridge, MA 02142| On-site


Shift: M-F, 8 AM to 5 PM


Pay Rate: $34/hr on W2


Type & Duration: Contract to hire | 10+ months

Full Job Description:
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


IICNONIT01