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Senior Manager, Technical Services, Application

Company: Exact Sciences
Location: Phoenix
Posted on: April 2, 2024

Job Description:

Help us change lives

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 Senior Manager, Technical Services - Application is responsible for outstanding customer experiences, providing leadership and day to day oversight of the Technical Services - Application team, and focused on providing outstanding technical support to Exact Sciences laboratories through troubleshooting investigations, structured experiments such as validations, verifications, and guardbanding studies, and continuous improvement projects. This role requires strong technical wet-bench, advanced data analysis, experimental design, and managerial skills to ensure success in patient testing and deployment of new tests in a high complexity clinical laboratory, and an ability to impart and improve those skills in others while also managing day-to-day priorities and mid-range resource (personnel, materials, equipment, and facility) plans.

For this role, direct bench experience with next-generation sequencing (NGS) wet-bench techniques and troubleshooting are required.

Essential Duties

Include, but are not limited to, the following:

  • Participate in and oversee the design and execution of studies related to product investigations or improvements, including root cause analysis and resolution. Ensure clear and effective communication and communication strategies associated with such studies/investigations.
  • Ensure Technical Services is an effective escalation point for Exact laboratories and customers, including implementing, tracking, and improving metrics related to performance of the technical services team to resolve issues and to the quality of the product delivered to the laboratory customer.
  • Transfer knowledge on product, policies, and procedures to the team and customers, as needed, including managing structured tech transfer activities between and among lab and R&D teams.
  • Work cross-functionally with laboratory, R&D Product Development, Regulatory Affairs, Quality and Operations teams to prioritize and solve complex escalations ensuring customer questions and requests are addressed promptly driving customer satisfaction.
  • Provide and learn technical support for Exact Sciences products and related applications associated with this group via telephone and computer to domestic, international, and internal customers.
  • Intervene on critical customer/lab needs and engage with Commercial and R&D to improve products, documentation, and other processes based on data gathered via customer interactions.
  • Work closely with the internal technical teams to provide tactical and strategic guidance while ensuring the highest level of technical support service in the areas of reagent and laboratory processes, as well as writing technical and service bulletins to support laboratory customers.
  • Maintain and improve process and procedures for the department including controls to mitigate risk and improve quality and efficiency in processes and personnel while optimizing customer experience.
  • Manage staff and priorities day-to-day, balancing ongoing support and improvement of existing tests (products) with the deployment, validation, and support of new tests.
  • Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.
  • Consistent demonstration of exceptional leadership qualities, including, but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.
  • Ability to field questions and serve as subject matter expert.
  • Ability to coordinate the design of experiments and studies to mitigate issues with R&D, Product Development, and Manufacturing Sciences teams.
  • Strong attention to detail and strong skills in organization, analysis and troubleshooting.
  • Excellent communication, team building, and leadership skills, conflict management, and customer facing abilities.
  • Ability to maintain confidentiality of sensitive information and follow company safety guidelines.
  • 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(, as needed).
  • 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 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 10% of working time away from work location, may include overnight/weekend travel. Minimum Qualifications
    • Bachelor's degree in Clinical Laboratory Science, Chemical Sciences, Biological Sciences, or field related to the essential duties of the job.
    • 7+ years of experience in years of experience working in a molecular diagnostic or clinical laboratory.
    • 2+ years of direct leadership experience with direct responsibility for performance management, development, coaching, hiring, and training direct reports.
    • Advanced knowledge in scientific methods and data analysis.
    • Direct bench experience with next-generation sequencing (NGS) wet-bench techniques and troubleshooting.
    • 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
      • Experience in a senior role with a well-established IVD, medical device, or clinical laboratory company.
      • Experience in analytical and clinical validations of laboratory-developed tests.
      • Experience with CFR 21 part 820 and ISO 13485 compliance for medical device development.
      • Knowledgeable in Excel, JMP, SAS, SPSS, or R statistical analysis tools.

        Salary Range:

        $129,000.00 - $208,000.00

        The annual base salary shown is for this position located in US - AZ - Phoenix on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

        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, email . We'll work with you to meet your accessibility needs.

        Not ready to apply? Join our talent community and stay up to date on what's new at Exact Sciences.

        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.

Keywords: Exact Sciences, Phoenix , Senior Manager, Technical Services, Application, IT / Software / Systems , Phoenix, Arizona

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