Staff Service Quality Engineer

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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 Staff Service Technical Liaison is a critical technical role within the service team responsible for driving service excellence through process optimization, technical support, and cross-functional collaboration. Reporting to the functional site leader, this individual contributor position ensures that all service processes, documentation, and workflows comply with regulatory and industry standards while maintaining alignment with organizational goals.

Key responsibilities include serving as the primary internal escalation point for complex technical issues, analyzing service data to identify trends, and working with cross-functional teams such as Service Operations, Service Operations Planning, Equipment Vendors, Training, Integration, and Development to address gaps, improve technical capabilities, and ensure consistent service delivery against key service performance metrics. This role also plays a pivotal part in defining, measuring, and tracking service-related project tasks and collaborating with site leadership to secure appropriate resources for technical initiatives.

The Service Technical Liaison is expected to act as a liaison between the service team and external stakeholders, ensuring seamless communication of complex concepts and integration of vendor recommendations, regulatory updates, and cross-departmental inputs into the service framework. Additionally, this position promotes consistency across functional sites by coordinating with other liaisons to implement best practices and maintain high service standards throughout the organization.

The ideal candidate will possess strong analytical and technical skills, a collaborative mindset, and a deep understanding of service processes and compliance requirements. Their work ensures that service teams are prepared, efficient, and capable of meeting the needs of customers and regulatory bodies, ultimately supporting the organization's mission to deliver exceptional service.

Essential Duties

Include, but are not limited to, the following:

• Analyze service data to identify trends and recommend follow-up actions using tools like Excel, SAP, and SQL.
• Collaborate with the Operations Data team to gain insights into service repair trends and correlations in data to inform innovative approaches .
• Define, measure, and track service-related tasks for projects; collaborate with service site leadership to allocate appropriate resources for technical projects.
• Review and update SOPs to align with manufacturer guidelines and industry standards.
• Conduct quality control of service records to ensure compliance with procedures, regulations, and standards.
• Report quality control metrics to service leadership, and customer stakeholders.
• Represent the service team on technical equipment projects, providing technical reviews and input on service processes.
• Collaborate with cross-functional teams to ensure technical accuracy, repeatability, and alignment with organizational objectives.
• Define, optimize, and develop service processes in collaboration with support teams to meet the needs of the service organization, customers, and patients.
• Investigate and interrogate acute failures to determine root cause using Root Cause Analysis(RCA) best practices.
• Evaluate current service processes for efficiency, robustness, and consistency.
• Perform internal service quality reviews and present findings to service leadership.
• Monitor escalations for accuracy, timeliness, and resolution, providing weekly follow-ups.
• Review training content for accuracy, currency, and consistency across the service team.
• Advise service leadership on team readiness to support the installation base.
• Act as an initial internal escalation point for complex technical issues.
• Serve as a primary external contact for cross-functional technical service-related matters.
• Facilitate communication between vendors and service teams, ensuring integration with service infrastructure and proper follow-up with relevant teams.
• Mentor and coach more junior team members on service process, best practice, and technical troubleshooting.
• 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 nights and/or weekends or be on-call.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability to work seated for approximately 80% of a typical working day. Ability to work standing for approximately 20% of a typical working day.
• Ability to lift up to 50 pounds for approximately 25% 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.
• Ability to use various types of laboratory equipment; including microscopes, microtomes, blades, strainers, and pipettes for extended periods of time.
• May perform repetitious actions using lab tools.
• Ability to use near vision to view samples at close range.
• May be exposed to hazardous materials, tissue specimens, and instruments with moving parts, lasers, heating and freezing elements, and high-speed centrifugation.
• Ability to travel 25% of working time away from work location. May include overnight/weekend travel.

Minimum Qualifications

• Bachelor's Degree in Engineering, Sciences or related field; or Associates Degree in Engineering, Technology, Electronics, or similar field with 2 years of related experience; or High school Diploma with 4 years of relevant experience required.
• 8 Years of experience in Engineering, Metrology, Equipment Servicing, Equipment Calibrations, or related disciplines.
• Demonstrated ability to implement change and the ability to perform the essential duties as described.
• Advanced knowledge of engineering concepts, data analysis and statistical tools, Metrological Practice and principles, Service Engineering, and Customer Service.
• Advanced knowledge Microsoft suite (Word, Excel, Visio, PowerPoint)
• Functional understanding of SQL Server, T-SQL, and or PostgreSQL, and can execute and write queries.
• Working understanding of at least one computer programming language such as C, C++, C#, Java, or Python.
• Possession of a valid driver's license; no suspended, revoked, surrendered, invalid, etc. allowed.
• No alcohol or drug event in which a vehicle was driven by the candidate or employee, including but not limited to Blood Alcohol Content (BAC) failure, refusal to submit to alcohol or drug test, alcohol related suspension, etc. in the last 36 months.
• No other results from the Motor Vehicle Report (MVR) check that exposes Exact Sciences to what Exact Sciences deems to be an unacceptable level of liability.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

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 disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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