Site Operations Manager

Why Renovo?

Renovo Solutions is a nationwide healthcare and life sciences technology management company. We offer a range of opportunities for employees to grow within the company. With a presence in 40+ states and a growing international footprint, we provide comprehensive solutions for managing and maintaining the equipment our clients depend on. We prioritize investing in our employees' development, offering various phases and advancement paths. Through ongoing training, mentorship programs, and a supportive work environment, we foster professional growth and promote from within. Join our team to make a difference while advancing your career with Renovo.

Summary:

The Site Operations Manager owns service delivery at an assigned client site. This is the seat the client experiences. Scientists, lab operations, and site quality staff deal with this role every day, and their view of the account is formed here rather than in a governance meeting.

The role owns the whole site: technical supervision, coordination, work order execution and closeout, coverage, escalation, budget, and the people. Every operational person at the site reports into this line. Nothing runs around it. This is a full-time on-site position.

The role reports to the Regional Director of Operations and leads the site Technical Supervisor and Senior Instrument Service Coordinator, and through them the engineers, technicians, and coordinators. It partners with Sourcing and Payments, Master Data and Systems, Quality and Compliance, and the Technical Center of Excellence. Where the site is paired peer-to-peer with a single-coverage location, the role provides that location with day-to-day technical and coordination support.

What you will do:

Site service delivery:

• Own daily service delivery at the site, including scheduled maintenance, demand work, calibration, and coordination scope.
• Deliver against contracted KPIs and SLAs at site level and act on the trend before it becomes a miss.
• Own work order quality from creation through dispatch, execution documentation, and closeout.
• Build and maintain the preventive maintenance plan so it lines up with client and end-user priorities, and adjust it as service data warrants.
• Own coverage planning, including absence, vacation, peak load, unplanned demand, and escort demand.
• Identify assets trending toward failure or high alert volume, take corrective action, and flag replacement candidates with the data behind them.
• Act as the senior operational escalation point at the site.

Client relationship at site level:

• Build working relationships with lab operations, scientific staff, site quality, and business stakeholders.
• Run the site operating rhythm, including operational reviews and regular contact with client site leadership.
• Keep site-specific requirements documented and current, and communicate every change to the people it affects.
• Handle client complaints at source and escalate with a plan, not a problem.
• Present site performance at quarterly business reviews.
• Surface additional service requests, scope growth, and conversion opportunities to the Regional Director.

Team leadership:

• Lead the site team through the Technical Supervisor and Senior Instrument Service Coordinator, and through them the engineers, technicians, and coordinators.
• Own site staffing, including schedule, workload balance, open position management, and onboarding.
• Set performance expectations, run regular one to one conversations, and address performance issues directly.
• Own retention at the site, with particular attention to sole-coverage roles.
• Support engineer and coordinator development, including qualification progress against the competency matrix.
• Run training sessions on site-specific procedures and Renovo systems.

Multi-vendor access and escort:

• Manage OEM and third-party service activity at the site, including access, coordination, and the quality of their work.
• Own the site escort roster covering every site-based person regardless of function, including who is qualified and how escort time is scheduled.
• Make sure escort does not silently displace planned maintenance or committed response, and escalate where escort volume runs past what was priced.
• Escort and host OEM and third-party engineers in client laboratories. Escort is a standing expectation of every site-based role, not an exception or a favor.
• Verify third-party work is complete and correctly documented before the vendor leaves site, and report anything incomplete.
• Maintain current escort qualification, including site safety, GXP awareness, and area-specific access and access-control requirements.
• Hold Renovo accountability at sites where another provider delivers part of the scope.

Projects and site change:

• Own site readiness for laboratory moves, consolidations, decommissioning, and equipment deployment.
• Coordinate project activity at the site so it does not undercut routine service commitments.
• Run periodic inventory checks and keep the asset record accurate.

Standards, compliance and budget:

• Execute Renovo service delivery standards, standard work, and governance routines at the site without local variation.
• Create and maintain site SOPs, work instructions, and documented workflows.
• Keep documentation, competency records, and service evidence audit-ready at all times.
• Support and perform periodic audits to confirm compliance and standardization.
• Own the site operating budget, labor cost, and spend against plan.
• Own entitlement and coverage accuracy at the site in partnership with Sourcing and Payments.
• Own monthly reconciliation between RenovoLive and the client CMMS so credits are issued per the SOW and SLA.
• Identify third-party work suitable for conversion to self-perform and hand the case to the Regional Director.
• Meet GXP requirements, applicable quality systems, OSHA requirements, and site safety procedures.

Peer-to-peer site support where assigned:

• Provide day-to-day technical and coordination support to an assigned single-coverage site as a named accountability, not an informal favor.
• Make sure the peer site has real coverage during absence rather than an escalation path alone.

Qualifications:

• Bachelor's degree in a technical, scientific, or business field preferred; equivalent experience considered.
• 7+ years of laboratory operations, technical service, scientific asset management, or equipment services experience.
• 3+ years of people leadership experience, including managing through supervisors or leads.
• Demonstrated experience delivering against contracted KPIs or SLAs at site level.
• Site P&L or operating budget accountability.
• Working knowledge of laboratory instrumentation and pharmaceutical or biotechnology laboratory environments.
• Working knowledge of GXP requirements and quality systems.
• Experience with CMMS platforms, work order management, and service reporting.
• Proficient with Microsoft and Google software applications.
• Experience managing OEM or third-party service providers on site preferred.
• Experience supporting laboratory moves or site consolidations preferred.
• Existing right to work in the United States required.

Education/Special Training:

• Bachelor's degree preferred; relevant technical certification and equivalent experience considered.
• Training in operations management, quality systems, Lean or process improvement preferred.
• Escort qualification, including site safety, GXP awareness, and access-control requirements, is required before independent escort duty and is provided after hire.

Required Competencies:

• Accountability - takes ownership of assigned work and responsibilities, follows through, and closes the loop.
• Presence - is visible on the floor and known to the client's scientific staff, not managing from an office.
• People Leadership - builds a team that performs when the manager is not in the building.
• Operational Discipline - runs a consistent rhythm, closes work properly, and does not tolerate quiet workarounds.
• Problem Ownership - resolves issues at source and escalates with a proposed plan.
• Financial Acumen - understands the site budget, labor cost, and the financial impact of operational decisions.
• Customer Service - demonstrates a customer-first mentality and uses client feedback to improve service.
• Priority Setting - prioritizes competing demands and directs effort where it counts.
• Sense of Urgency - possesses and displays a sense of urgency to internal and external customers.
• Communication - clearly expresses thoughts and ideas in written and verbal communication with technical and scientific audiences.
• Team Building - mentors newer technicians, keeps communication clear across the team, and shows care and respect for colleagues.
• Integrity - can admit mistakes, is direct and truthful, and acts in the best interest of customers, employees, and Renovo.

Success Measures:

• Site KPI and SLA attainment
• Work order closeout quality and documentation completeness
• Equipment uptime and response performance at the site
• Client site stakeholder satisfaction
• Site team retention, including sole-coverage staff
• Engineer and coordinator qualification progress against the competency matrix
• Audit and safety performance at the site
• Site budget and labor cost performance to plan
• Coverage continuity during absence, peak load, escort demand, and project work
• Escort roster maintained without displacing planned maintenance or committed response
• Reconciliation accuracy between systems, with credits issued correctly
• Support delivered to the assigned peer site where applicable

Safety Requirements:

• Abide by and follow Renovo safety policies, procedures, and injury and illness prevention expectations.
• Maintain a safe working environment for self and others in customer sites, laboratories, offices, and operational environments.
• Follow applicable customer site safety requirements, OSHA guidelines, and laboratory or facility-specific procedures as required.
• Complete required safety training assignments on time.

Physical Requirements:

• Must be able to work and follow OSHA guidelines in environments that may include electrical and mechanical energy, bloodborne and airborne pathogens, dust, marked changes in temperature or humidity, radiation, fumes and vapors, sharp instruments and tools, hazardous liquids, and operating devices.
• The role requires the ability to speak, hear, see, read, write, type, travel, sit, stand, walk, reach, bend, and participate in customer site and laboratory visits as needed.
• Must be able to use standard office equipment and technology tools, including computer, phone, video conferencing, dashboards, and reporting systems.
• Travel approximately 10-20%, primarily to the paired peer site, regional meetings, and occasional program activities.

Working Hours:

• Full-time schedule, Monday to Friday, based on site. Overtime may be required or permitted with prior approval.
• Must be available for after-hours service and emergency calls, including weekend on-call rotation.

Classification:

FLSA: Exempt

Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by RENOVO at any time.

EEO Statement

RENOVO Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RENOVO Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employee is an at-will employee, and this does not act as a contract of employment.