Lead Technical Services Application Scientist

The Lead Technical Services Application Scientist at Exact Sciences Corporation in Madison, WI, will be pivotal in delivering exceptional technical support to both customers and internal teams. This role focuses on ensuring the successful implementation, operation, and optimization of the company's advanced sequencing platforms and associated software solutions. The ideal candidate will possess a deep understanding of Next Generation Sequencing (NGS) workflows and a proven track record in providing expert technical assistance within a demanding laboratory or bioinformatics environment. This position requires a proactive individual capable of diagnosing complex technical issues, developing comprehensive troubleshooting guides, and mentoring colleagues to enhance overall system performance and user proficiency.

Key Responsibilities

• Provide expert technical support and troubleshooting for customers and internal stakeholders using Exact Sciences' sequencing platforms and software.
• Diagnose, resolve, and document complex technical issues encountered during the use of sequencing instruments and associated applications.
• Develop, maintain, and update detailed technical documentation, standard operating procedures (SOPs), and user guides for software and hardware systems.
• Conduct training sessions for customers and internal teams on the proper use, maintenance, and troubleshooting of sequencing technologies.
• Collaborate closely with internal teams, including product development, manufacturing, and customer support, to address technical challenges and improve system reliability.
• Proactively identify opportunities to enhance system performance, user experience, and overall support efficiency.

Requirements

• Minimum of 5 years of progressive experience working in a technical support or customer-facing role within a laboratory, bioinformatics, or sequencing environment.
• Demonstrated expertise in troubleshooting and resolving issues related to Next Generation Sequencing (NGS) platforms and associated software.
• Strong problem-solving skills and the ability to communicate complex technical concepts clearly and effectively to both technical and non-technical audiences.
• Experience with laboratory information management systems (LIMS) or similar data management platforms is highly desirable.
• Bachelor's degree in a relevant scientific discipline (e.g., Biology, Biochemistry, Bioinformatics, or a related field) or equivalent experience.
• Ability to work collaboratively in a fast-paced, team-oriented environment and manage multiple priorities effectively.