Technical Support Engineer

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Engineer I, Technical Support Engineer, Automation will provide front line technical support to Exact Sciences customers and serve as the primary liaison for industrial automation used within clinical assays. This position will triage escalated automation failures, work collaboratively with the team to identify root cause, and resolve customer industrial automation issues in a timely manner. The Engineer I, Technical Support Engineer - Automation will also provide significant support to automation enhancement activities, develop technical documentation to enhance product support, and perform knowledge transfer of new automation to internal Service Engineers. This is an ideal role for mechanical minded, problem solving, individuals who seek continual challenges.

Essential Duties

Include, but are not limited to, the following:

• Manage automation escalations to resolution, meeting established time requirements.
  • Provide world class customer service, directly advancing Exact’s mission to provide earlier answers and life changing treatment guidance through applying mechanical expertise to issues.
  • Receive and document incoming customer communication.
  • Work within the technical support team and cross functional departments to troubleshoot and resolve customer questions related to automation use, maintenance, and troubleshooting.
  • Conduct experiments to reproduce customer issues and find root cause of failure.
  • Create and interpret data queries to support automation investigations.
  • Summarize and document troubleshooting activities.
  • Direct customer interaction for problem solving and enhancement generation.
  • Escalation coordination with vendors to quickly address elevated concerns.
  • Serve as the primary liaison for stand-alone automation.
  • Communicate directly with the customers to provide exceptional customer service and directly enable resolution to customer issues.
  • Apply excellent problem-solving abilities.
• Identify top service bottlenecks and needs, initiate improvement efforts.
  • Analyze log files and reports to support tracking and trending efforts, identify root cause, and new failure modes.
  • Identify improvement opportunities to simplify and automate service processes, prioritize based on value add.
  • Monitor metrics for automation technical support and escalate issues directly to repair personnel, management, and other affected departments, as appropriate.
  • Participate in problem solving activities and communicate the findings and follow up actions to project owners.
  • Apply strong mechanical and analytical aptitude to all initiatives and projects.
  • Ability to analyze and interpret numerical data.
  • Builds strong customer relationships and delivers customer-centric solutions.
  • Ability to prioritize, plan, and drive tasks to completion.
• Transfer new hardware and products to/between laboratories.
  • Act as service representation in development initiatives, ensuring technical transfer tasks are defined and fulfilled.
  • Active participant in core team meetings, providing thought leadership, identifying risks, actively contributing, and completing action items at agreed upon timelines.
  • Connect with OEM vendors in a technical capacity as needed.
• Work effectively as a team member, contributing to a collaborative & inclusive work environment, supporting company initiatives, and driving improvements within and outside of the team unit.
  • Provide engineering support on interdepartmental projects.
  • Maintain and develop personal knowledge and expertise related to the service of complex clinical laboratory automation.
  • Maintain a high degree of approachability and strong active listening skills.
  • Work collaboratively in a team environment with a positive attitude that starts with curiosity and assumes positive intent.
  • Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Strong written and oral communication skills, communicate readily, consistently, and truthfully with everyone.
  • Excellent interpersonal skills with the ability to interact and build solid working relationships with peers at all levels of the organization.
  • Act with an inclusion mindset and model these behaviors for the organization.
  • Ability to work in ambiguous situations and respond to new information and unexpected circumstances.
  • Ability to solicit and act on feedback and input.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Highly reliable, self-starter; can be counted on to complete assignments and work independently.
  • Support and comply with the company’s Quality Management System policies and procedures.
  • Maintain regular and reliable attendance.
  • Perform all service activities in compliance with all relevant safety and regulatory bodies (e.g., OSHA, CLIA, etc.).
  • Ability to act with an inclusion mindset and model these behaviors for the organization.
  • Ability to work seated for approximately 50% of a typical working day. Ability to work standing for approximately 50% of a typical working day.
  • Ability to work within a designated schedule.
  • Ability to lift 25 pounds for approximately 5% 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 90% of a typical working day.
  • Ability to employ gross motor and fine motor skills to troubleshoot and replicate maintenance of industrial equipment.
  • Ability to comply with any applicable personal protective industrial automation requirements.
  • Ability and means to travel between local Madison locations.
  • Ability to travel 30% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s Degree in Engineering or related field as outlined in the essential duties; or High School Diploma/General Education Degree and 4 years of relevant experience in Engineering or related field as outlined in the essential duties in lieu of Bachelor’s Degree.
• 4+ years of experience in an engineering or technical support role.
• 1+ years of experience in industrial automation maintenance to include familiarity with tools such as caliper, torque wrenches, and multimeters.
• 1+ years of experience performing root cause analysis.
• Demonstrated understanding of clinical lab regulations.
• Proficient in Microsoft Office including Word, Excel, PowerPoint, and Outlook.
• 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

• Experience using Allen Bradley’s Studio 5000, FactoryTalk, and Asset Center.
• Experience troubleshooting industrial automation that utilizes PLCs, sensors, vision systems, conveyors, pneumatics, and electrical actuators.
• Experience with training, maintaining, and troubleshooting Fanuc robots using a teach pendant.
• Experience reading ladder logic as a troubleshooting tool.
• Experience reading electrical diagrams and viewing Solidworks/CAD models in troubleshooting applications.
• Process and workflow mindset.
• 3+ years of experience working in a technical support function role.
• 3+ years of experience in an FDA or CAP/CLIA regulated industry. #LI-HE1

Salary Range:

$67,000.00 - $109,000.00

The 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, and is eligible to receive company stock upon hire as well as annually.

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. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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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. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

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