Associate Application Scientist, Technical Services

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Position Overview

The Associate Application Scientist, Technical Services will provide outstanding technical support to Exact Sciences customers. This position will intake escalations from the customer, document, and triage to team members. This position will collaborate with others to troubleshoot and resolve customer assay questions or issues in a timely manner.

Essential Duties

Include, but are not limited to, the following:

• 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.
• Participate in identifying problem solving activities.
• Assist with summarizing and documentation of troubleshooting activities or technical summaries.
• Assist with data analysis activities.
• Assist with metrics tracking to monitor performance of the technical services team and quality of the product delivered to the laboratory customer.
• Assist with drafts and distribution of content for customer communications, customer notifications, and technical or service bulletins.
• 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 skills.
• 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.

Minimum Qualifications

• Bachelor's Degree in Life Sciences or field as outlined in the essential duties.
• 1+ years of experience 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.
• Basic data analysis skills and analytical aptitude.
• Proficient 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

• 1+ years of experience working in a technical support function.
• Demonstrated knowledge of in laboratory chemistry.

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.

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