Help us change lives at Exact Sciences. We're a company that's helping change how the world prevents, detects and guides treatment for cancer. Our team is looking for a Lead Technical Services Application Scientist to provide outstanding technical support to our customers. This role will involve troubleshooting and resolving customer assay questions or issues, leading projects to bring enhancements of current products and processes to the customer, and participating in new product development and launch.
Requirements
- Receive and document incoming customer communications
- Work cooperatively with the technical services team and internal functional departments to troubleshoot and resolve customer questions or requests
- 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 reports with all technical specifications and information
- Lead development of training materials for internal and external customers and train customers
- Coordinate with the development and marketing teams for proper implementation of new products
- Prepare detailed technical protocols
- Communicate the customer feedback for product requirements to the development team
- Identify gaps in processes, make recommendations, and implement change
- Draft and distribute the content of customer communications, customer notifications, and technical or service bulletins
- Identify, contribute, implement, and report on improvements in processes and products
- Contribute ideas or drive improvements to team processes
- Lead complex level projects, sit on core teams, and participate with complex projects
- Develop white papers
- Direct customer interactions to problem solve and facilitate enhancement generation
- Train and mentor team members
- Summarize and document troubleshooting activities or technical summary
- Ability to communicate clearly, frequently, and accurately in person, via the telephone, or by email
- Ability to work independently
- Apply advanced analytical and troubleshooting skills
- Apply strong communication and organizational skills
- Apply high complexity problem-solving abilities to provide technical input, design experiments, propose product enhancement ideas and voice of customer (VOC)
- 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
- Maintain regular and reliable attendance
- Ability to act with an inclusion mindset and model these behaviors for the organization
- Ability to work designated schedule
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day
- Ability to work on a computer and phone simultaneously
- Ability to use a telephone through a headset
- Ability to travel 35% of working time away from work location, may include overnight/weekend travel
Benefits
- Paid time off
- Paid leave for parents and caregivers
- Retirement savings plan
- Wellness support
- Health benefits including medical, prescription drug, dental, and vision coverage
