Service Operations Coordinator I

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At Exact Sciences, we're helpingchange 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 Service Operations Coordinator I will be the first point of contact for internal and external customers seeking support and/or information about installed equipment, as well as the management of that equipment's records and maintenance plans. This role is crucial to providing support to the Equipment Service teams, including work order coordination, internal and external customer communications, outsourcing and receiving of calibrated equipment and scheduling of technical services. This role will require an understanding of FDA, CAP/CLIA, or any other necessary agency, regulations to ensure proper adherence. Review of technical certificates/documentation is an important task that helps maintain adherence to the previously mentioned regulatory agencies.

This role will require autonomy in decision making with limited supervisory oversight. In some instances, this role may oversee more than one site/location.

Essential Duties

Include, but are not limited to, the following:

• Demonstrate an entry-level understanding of regulatory requirements and expectations.
• Perform in-depth review of all documentation returned from external and internal teams to ensure compliance with above-mentioned regulatory requirements.
• Answer questions from site leaders and front-line technicians as it pertains to equipment managed by this role.
• Make decisions regarding maintenance plans and equipment coordination without the oversight/approval of a direct supervisor.
• Develop, manage, and maintain calibration schedules suitable for equipment being used across multiple Exact Sciences laboratory environments.
• Support the coordination of equipment to be sent out for external calibrations.
• Assist with inventory management.
• Provide concise and timely communication to internal and external customers.
• Assist in all aspects of project implementation as needed.
• Managing a site includes, but is not limited to:
  • Setup, maintenance, organization of equipment records and spare parts inventory.
  • In some instances management of more than one site is required.
• Maintain the accuracy of the CMMS system, including receiving work order requests, assigning work orders and entering system data.
• Assist in providing necessary information for financial asset tracking.
• Tag and label laboratory equipment with unique identifier and financial asset numbers.
• Dispatch Helpline requests to internal service teams.
• Support the scheduling of external vendors for onsite maintenance activities.
• Coordinate documentation for return of instruments for repair or calibration, as needed.
• Perform other related duties as assigned by management.
• Excellent verbal and written communication skills and customer service oriented with professional interpersonal skills.
• Creative problem-solving abilities.
• Proficiency in general business procedures and capable of prioritizing workflow.
• Independent self-starter with positive attitude and above average organizational skills.
• Adaptable, open to change, able to work in ambiguous situations and respond to new information and unexpected circumstances required.
• Demonstrated attention to detail and accuracy.
• Availability to support multiple facilities.
• Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone, or by email.
• 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 work overtime as needed.
• Ability to lift up to 40 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 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.
• Ability to work with hazardous or flammable materials (e.g. chemicals, electrical equipment) so as not to endanger oneself or others.
• Constant walking or motion to coordinate work and interact with co-workers.
• Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
• Ability and means to travel between Madison locations.

Minimum Qualifications

• Bachelor's degree in business administration, computer science or related field; Associates degree in business administration, computer science or related field and 2 years of relevant experience or high school degree/general education diploma and 4 years of relevant experience in lieu of degree.
• 2+ years of experience in a combination of following:
  • Customer service focused setting.
  • Computerized Maintenance Management System.
  • Calibration Management System.
  • Other Windows-based data capture systems.
• Basic computer skills to include Internet navigation, Email usage, and word processing.
• Proficient in Microsoft Office to include Excel macros and pivot tables.
• 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

• Hands-on experience with equipment qualification.
• Experience in working in a regulated environment CAP, CLIA, FDA and/or ISO.

Salary Range:

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.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.