Senior Application Scientist, Test Implementation and Support

Senior Application Scientist, Test Implementation and Support at Exact Sciences summary:

The Senior Application Scientist provides expert technical support and troubleshooting for molecular diagnostic assays and products, collaborating with internal teams to improve existing offerings and implement new ones. This role involves designing experiments, analyzing data, preparing technical reports, and communicating with customers to resolve complex issues in a regulated life sciences environment. The position requires advanced knowledge of molecular biology techniques, quality system regulations, and strong customer service skills in a clinical or medical device setting.

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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.

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.…