The Technical Service Engineer II is the escalation point for instrument support and automation processes used in Exact Sciences clinical laboratories. This individual is responsible for providing outstanding technical support for both custom and off the shelf complex automation including liquid handlers, six-axis robots, digital pathology instruments and more. The Technical Service Engineer II has exceptional mechanical aptitude, along with the customer first mentality.
This position supports Exact Sciences Redwood City, CA facility primarily.
Essential Duties and Responsibilities
Receives and documents incoming customer escalations.
Works directly with the customer to further understand their escalation issues.
Directly troubleshoots issues, leveraging their own knowledge, the original manufacturer’s support, and other subject matter experts when appropriate.
Provides written documentation for the resolution of escalations.
Advances best practice service procedures through proper channels for customer release.
Provide guidance and advice to the customer’s service department.
Works on individual assignments and participates in team projects appropriate to meet department and project objectives.
Conducts experiments to reproduce customer issues and find root cause of failure.
Prepares summary reports for failure modes for investigative purposes.
Creates training materials that aid in transferring knowledge of new/modified processes and equipment.
Schedules and conducts train the trainer classes to transfer new equipment processes to the customer.
Maintains and continuously develops personal knowledge and expertise related to the service of complex clinical laboratory equipment.
Actively create and maintain great working relationship with customer, service department, internal SMEs.
Provide routine and professional communication to customer and internal SMEs both written and orally.
Highly reliable, self-starter; can be counted on to complete assignments and work independently.
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 Monday through Friday typical business hours.
Ability to lift up to 25 pounds for approximately 10% of a typical working day.
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 90% 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 comply with any applicable personal protective equipment requirements.
Qualifications
Minimum Qualifications
Bachelor’s degree in engineering or related field; or a High School Degree/General Education Diploma and four years of relevant experience in lieu of a Bachelor’s degree.
7+ years of hands-on experience in equipment maintenance, such as mechanical technical support, field support, or engineering.
2+ years of experience utilizing statistical and mathematical methods.
Proficient in Microsoft Office to include Excel macros and pivot table, track changes, able to create and modify spreadsheets, create formulas, etc.
Basic computer skills to include Internet navigation, Email usage, and word processing.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Preferred Qualifications
Reside near the Redwood City, CA.
Coursework or professional working knowledge of SQL queries.
3+ years of experience working in a technical support function role.
3+ years of experience servicing and maintaining liquid handler lab equipment.
Experience in a Medical Device field working in a regulated environment, e.g., ISO 13485, FDA GMP, or USDA.
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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. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.
