Position Overview
The Sr. Technical Services Application Scientist 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. The position will lead projects that enhance existing products and processes, while also contributing to new product development and launch activities.
This role requires strong technical leadership, deep expertise in Next Generation Sequencing (NGS), and the ability to guide cross functional teams through technical problem solving, product improvements, and customer facing support. The ideal candidate demonstrates innovation, clear communication, and a proven track record of delivering impactful scientific results.
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
- Bachelor’s Degree in Life Sciences or field as outlined in the essential duties.
- 10+ years of experience in the life sciences industry.
- 5+ years of experience working in a molecular diagnostic or clinical laboratory.
- 5+ years of experience working in next generation sequencing.
- Demonstrated advanced proficiency or coursework with molecular biology techniques and Real-Time- polymerase chain reaction (PCR) Assays.
- Demonstrated advanced knowledge of clinical lab regulations for computer aided planning (CAP), clinical laboratory improvement amendments (CLIA), invitro diagnostic regulation (IVDR), and food and drug administration (FDA).
- Demonstrated understanding of statistical and mathematical methods in biology or genetics.
- Advanced data analysis skills and analytical aptitude.
- Proficiency in Microsoft Office programs, such as Word, Excel, PowerPoint, Outlook, Access, and OneNote.
- Demonstrated ability to perform the essential duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
Preferred Qualifications
- Master’s Degree in Life Sciences, or field as outlined in the essential duties.
- 10+ years of experience working in a medical device field within a regulated environment, such as ISO 13485, food and drug administration good manufacturing practice FDA GMP, or United States Department of Agriculture (USDA).
- 7+ years of experience working within quality system regulations and service requirements defined therein.
- 7+ years of experience analyzing data with tools, to include JMP statistical software.
- 5+ years of experience working in a technical support function.
- Demonstrated knowledge of laboratory chemistry.
