Senior Technical Services Application Scientist

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.

This role requires onsite work in Madison, WI.

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

Preferred Qualifications

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Salary Range :

$67,000.00 - $119,000.00The 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.