Engineer I Technical Support Engineer

JOB REQUIREMENTS: Help us change lives 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 Engineer I, Technical Support Engineer, Automation will provide front line technical support to Exact Sciences customers and serve as the primary liaison for industrial automation used within clinical assays. This position will triage escalated automation failures, work collaboratively with the team to identify root cause, and resolve customer industrial automation issues in a timely manner. The Engineer I, Technical Support Engineer - Automation will also provide significant support to automation enhancement activities, develop technical documentation to enhance product support, and perform knowledge transfer of new automation to internal Service Engineers. This is an ideal role for mechanical minded, problem solving, individuals who seek continual challenges. Essential Duties Include, but are not limited to, the following: Manage automation escalations to resolution, meeting established time requirements. Provide world class customer service, directly advancing Exact\'s mission to provide earlier answers and life changing treatment guidance through applying mechanical expertise to issues. Receive and document incoming customer communication. Work within the technical support team and cross functional departments to troubleshoot and resolve customer questions related to automation use, maintenance, and troubleshooting. Conduct experiments to reproduce customer issues and find root cause of failure. Create and interpret data queries to support automation investigations. Summarize and document troubleshooting activities. Direct customer interaction for problem solving and enhancement generation. Escalation coordination with vendors to quickly address elevated concerns. Serve as the primary liaison for stand-alone automation. Communicate directly with the customers to provide exceptional customer service and directly enable resolution to customer issues. Apply excellent problem-solving abilities. Identify top service bottlenecks and needs, initiate improvement efforts. Analyze log files and reports to support tracking and... For full info follow application link. 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. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/BE34DFF545A5490F