Summary of Major Responsibilities

The Application Scientist I, Technical Services will provide outstanding technical support to Exact Sciences customers. This position will work in collaboration with others to troubleshoot and resolve customer assay questions or issues in a timely manner. This position will also participate collaboratively on projects to bring enhancements of current products and processes to the customer.

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Essential Duties and Responsibilities

• Receive and document incoming customer communications.
• Facilitate the escalation process.
• 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.
• Support troubleshooting of customer issues through root cause investigation, experiment design, study execution, data analysis, and reports.
• Conduct bench level experiments within several product areas.
• Conduct enhancement activities of existing products or processes and assist in implementation of new product launches.
• Prepare reports and documentation to provide the analysis or summarization of project status and results.
• 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 the content of customer communications, customer notifications, and technical or service bulletins.
• Identify, contribute, implement, and report on improvements in processes and products.
• Participate in identifying problem solving activities.
• Summarize and document troubleshooting activities or technical summaries.
• Assist with the preparation of reports and documentation.
• Ability to communicate clearly, frequently, and accurately with employees and customers in person, via the telephone, or by email.
• Ability to work independently.
• Ability to provide technical and hands-on support to laboratory customers by phone, email, or onsite.
• Apply analytical and troubleshooting skills.
• Apply strong communication and organizational skills.
• 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 seated for approximately 70% of a typical working day. Ability to work standing for approximately 30% 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 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.

Qualifications

Minimum Qualifications

• Bachelor's Degree in Life Sciences or field as outlined in the essential duties.
• 3+ years of experience working in the life sciences industry.
• 1+ years of experience working in a molecular diagnostic or clinical laboratory.
• Demonstrated ability to perform molecular laboratory techniques.
• Demonstrated proficiency or coursework with molecular biology techniques and Real-Time- polymerase chain reaction (PCR) Assays.
• Demonstrated understanding of statistical and mathematical methods in biology or genetics.
• Strong 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.
• 3+ years of experience working with medical devices in a regulated environment, such as ISO 13485, Food and Drug administration good manufacturing practice (FDA GMP), or United States Department of Agriculture (USDA).
• 3+ years of experience working within quality system regulations and service requirements defined therein.
• 1+ years experience with Next Generation Sequencing
• 3+ years of experience analyzing data with tools, to include Excel, and/or JMP statistical software.
• 1+ years of experience working in a technical support function.
• Demonstrated knowledge of laboratory chemistry.
• Demonstrated 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).

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.