Supervisor, Enterprise Service Integration

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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 Supervisor, Laboratory Service Engineer provides leadership support to the service engineering staff and will troubleshoot for equipment related escalated issues. This role is primarily responsible for overseeing service engineers during their scheduled shift and ensuring day to day activities in the laboratory sufficiently meet the laboratory’s equipment needs. The Supervisor, Laboratory Service Engineer is expected to spend approximately 10% of their time performing lab service maintenance and repairs in the lab.

Essential Duties

Include, but are not limited to, the following:

• Serve as the primary source of contact for service engineers, overseeing day to day service engineer functionality.
• Conduct routine check in meetings with each service engineer, as appropriate.
• Provide mentoring and technical guidance to service engineers.
• Ensure ample coverage for day-to-day workload needs; recommending approval or rejection of requested time off.
• Maintain oversight for quality of mechanical work performed and of appropriate documentation.
• Escalate any quality or performance concerns of engineers to management.
• Provide information and suggestions to the appropriate resource to improve company technical documentation or processes.
• Work closely with the technical service team to provide service requirements and potential operational improvements.
• Assist and coordinate training methodology and training documentation in conjunction with other engineer leads/leadership.
• Escalate service concerns, as appropriate.
• Support instrument and automation services leadership in the introduction and adoption of organizational initiatives.
• Provide feedback on the effectiveness of training for new employees, training methodology, and training documentation in conjunction with other engineer leads/leadership.
• Ensure that assigned support requests from cross-functional project teams or business units are being actively addressed.
• Ensure that any incoming support requests from outside of the normal channels are properly routed to ensure they are assigned and actively addressed. 
• Commission new laboratory equipment such as centrifuges, liquid handling robots, and shakers.
• Perform instrument installations and qualifications per service policies.
• Track all service activities utilizing systems developed in accordance with service policies and procedures. 
• Ensure all service documentation is complete, timely, and accurate following good documentation practices (GDP).
• Provide information and suggestions to the appropriate resources to improve company technical documentation and/or processes.
• Ensure appropriate hand off communication and work completion between shifts.
• Monitor and respond to incoming support requests by cross functional teams, or other communication that require lab service engineers.
• Promote customer satisfaction through problem solving, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
• Manage schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.
• Supervise staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Communicate goals clearly to employees to ensure understanding and success in achieving them.
• Motivate and inspire employees to do their best work through coaching.
• Maintain morale and support employee engagement initiatives.
• Ability to effectively prioritize and delegate tasks.
• Ability to communicate effectively with all levels of staff through both verbal and written communication.
• Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.
• Self-motivated and reliable, able to stay focused on a task and work independently.
• Strong attention to detail and focus on quality output.
• Strong interpersonal skills; ability to easily convey concepts and priorities, as well as ability to solicit feedback and inputs across all levels of the organization.
• 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 lift up to 40 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 60% of a typical working day. Ability to work standing for approximately 40% 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 60% of a typical working day.
• Ability to comply with any applicable personal protective equipment requirements.
• Ability to employ gross motor and fine motor skills during maintenance of laboratory equipment.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• Ability and means to travel between local Exact Sciences locations.
• Ability to travel 25% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s Degree in Engineering, Technology, Molecular Biology, Electronics, or field as outlined in the essential duties; or Associates degree and 2 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s Degree; or High School Diploma/General Education Degree (GED) and 4 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s Degree.
• 5+ years of experience in service engineering or related industry as outlined in the essential duties.
• 3+ years of experience supporting the administration/execution of a service program.
• 2+ years of experience leading and/or directing people and/or project teams.
• Proficient in Microsoft Office programs, such as Word, Excel, and PowerPoint.
• 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

• Bachelor’s Degree in Engineering, Technology, Molecular Biology, Electronics, Life Sciences, or field as outlined in the essential duties.
• 4+ years of experience leading and/or directing people and/or project teams.
• Experience with Next-Generation Sequencing (NGS).
• Experience with digital pathology imaging.
• Experience maintaining histology equipment.
• Experience with load and/or updated software applications.
• Experience in the maintenance and repair of automation equipment.
• Demonstrated mechanical aptitude relevant to maintenance and repair of complex laboratory equipment, such as liquid handling robots.
• Demonstrated ability to plan workload, allocate tasks, and scale operations to align with business priorities.
• Working knowledge of clinical laboratory service operations and activities.