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Position Overview
The Sr. Technical Services Application Scientist is responsible for providing outstanding technical support to Exact Sciences customers. This position works individually or in collaboration with others on troubleshooting and resolving customer assay questions or issues in a timely manner. This position will also work on projects to bring enhancements of current products and processes to the customer.
Essential Duties
Include but are not limited to the following:
- Receive and document incoming customer communications.
- Work cooperatively with the Technical Services team and, when appropriate, internal functional departments to troubleshoot and resolve customer questions or requests in the areas of reagent, consumables, and assay related issues.
- Lead troubleshooting of customer issues through root cause investigation, experiment design, study execution, data analysis, and reporting.
- Conduct bench level experiments within several product areas.
- Prepare technical experiment report with all technical specification and information and present to supervisor or project team.
- Coordinate with the Development and Marketing teams for proper implementation of new products by providing technical input and participate in decisions affecting project planning and experimental design.
- Clearly and accurately summarize and document troubleshooting activities or technical summary.
- Prepare detailed technical protocols.
- Communicate customer feedback regarding their product requirements to the developmental team for better designing and implementing of new and existing products.
- Assist with metrics tracking to monitor performance of the technical services team and quality of the product delivered to the laboratory customer.
- Draft and distribute content of customer communications; including customer notifications and technical or service bulletins.
- Contribute ideas to improve team process.
- Clearly communicates with supervisor and team members.
- Ability to provide technical and hands-on support to laboratory customers by phone, email and/or onsite.
- Ability to identify, implement, and report on improvements in processes and products.
- Detail oriented with very strong organizational skills.
- Strong analytical and troubleshooting skills.
- Excellent customer facing abilities.
- Ability to maintain confidentiality of sensitive information.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Regular and reliable attendance.
- Ability to work designated schedule.
- Ability to lift up to 40 pounds for approximately 2% of a typical working day.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 70% of a typical working day.
- Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
- Ability to work on a computer and phone simultaneously.
- Ability to use a telephone through a headset.
- Ability to comply with any applicable personal protective equipment requirements. Ability and means to travel between Madison locations.
- Ability to travel 5% of working time away from work location, may include overnight/weekend travel.
Minimum Qualifications
- Ph.D. in a life sciences field; Master’s degree in a life sciences field and 2 years of life sciences industry experience in lieu of Ph.D.; or Bachelor’s Degree in life sciences or related field and 4 years of life sciences industry experience in lieu of Ph.D..
- 3+ years of experience in the life sciences industry or a related field.
- 3+ years of experience analyzing data with tools such as Microsoft Office Excel or JMP.
- 2+ years of experience working in a molecular diagnostics/clinical laboratory.
- Professional working knowledge or coursework with molecular biology techniques and Real-Time-PCR Assays.
- Strong understanding of statistical and mathematical methods in biology/genetics.
- Proficient in Microsoft Office, especially Excel.
- Authorization to work in the United States without sponsorship.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Preferred Qualifications
- 3+ years of experience in a Medical Device field working in a regulated environment, e.g., ISO 13485, FDA GMP, or USDA.
- 3+ years of experience working within Quality System Regulations and Service requirements defined therein.
- 1+ year of experience working in a technical support function.
- Experience working in Next Generation Sequencing (NGS).
- Background in laboratory chemistry.
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Salary Range:
$69,000.00 - $122,000.00
The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible.
Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.
Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.
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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.
To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.