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Technical Services Engineer I

Company: Exact Sciences Corporation
Location: Madison
Posted on: November 11, 2019

Job Description:

The Technical Services Engineer I will provide front line technical support to Exact Sciences customers and will be a primary liaison for stand-alone equipment used during clinical assays. This position is accountable for triaging escalated equipment failures, working collaboratively to identify root cause and resolve customer equipment issues in a timely manner. The Technical Services Engineer I will also provide significant support to equipment enhancement activities through identifying failure modes and performing tactical tasks.

  • Receives and documents incoming customer communications.
  • Works cooperatively within the Technical Services team and cross functional departments to troubleshoot and resolve customer questions related to equipment use, maintenance and troubleshooting.
  • Conducts experiments to reproduce customer issues and find root cause of failure.
  • Communicates directly with customers, providing exceptional customer service, directly enabling resolution to customer issues.
  • Summarizes and documents troubleshooting activities.
  • Analyzes log files and reports to identify root cause and new failure modes.
  • Monitors metrics for equipment technical support, and escalate issues directly to repair personnel, management and other affected departments as appropriate.
  • Provides engineering support on interdepartmental projects as appropriate, acting on behalf of the customer.
  • Communicates findings and follow up actions to project owners.
  • Maintains and continuously develops personal knowledge and expertise related to the service of complex clinical laboratory equipment.
  • Contributes ideas to improve team process.
  • 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 normal schedule of Monday through Friday during normal business hours.
  • Ability to provide technical and hands-on support to laboratory customers.
  • Ability to troubleshoot and solve problems.
  • Ability to analyze and interpret numerical data.
  • Ability to prioritize, plan and drive tasks to completion.
  • Ability to frequently and accurately communicate with employees and customers in person, via phone or email.
  • Ability to employ gross motor and fine motor skills for troubleshooting and replicating maintenance of laboratory equipment.
  • Possesses qualities that are adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
  • Possesses strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs.
  • Ability to lift up to 25 pounds for approximately 5% of a typical working day.
  • Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
  • Ability to comply with any applicable personal protective equipment requirements.
  • Ability to travel approximately 10% of working time. Minimum Qualifications
    • Bachelor's degree in engineering or related field.
    • 3+ years of experience in an engineering or technical support role.
    • 1+ years of experience in equipment maintenance, familiarity with tools such as caliper, torque wrenches and multimeters.
    • 1+ years of experience performing root cause analysis.
    • Authorization to work in the United States without sponsorship.
    • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.Preferred Qualifications
      • Experience working in a technical support function role.
      • Experience in an FDA-regulated industry. #LI-AL1We 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.

Keywords: Exact Sciences Corporation, Madison , Technical Services Engineer I, Engineering , Madison, Wisconsin

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