Lead Technical Services Application Scientist

Position Overview

The Lead Application Scientist, Technical Services will provide outstanding technical support to Exact Sciences customers. This position will work individually or in collaboration with others to troubleshoot and resolve customer assay questions or issues in a timely manner. This position will lead projects to bring enhancements of current products and processes to the customer and participate in new product development and launch.

This role is onsite 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 internal functional departments to troubleshoot and resolve customer questions or requests related to reagents, consumables, and assay 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 reports with all technical specifications and information to present to the supervisor or project team.
• 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 to provide technical input and participate in decisions affecting project plans and experimental design.
• Prepare detailed technical protocols.
• Communicate the customer feedback for product requirements to the development team for better designs and implementation of new and existing products.
• 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.

Minimum Qualifications

Preferred Qualifications

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Salary Range :

$82,000.00 - $146,000.00The 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.