Manager, Instrumentation Enterprise Service and 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 Manager, Enterprise Service and Integration is responsible for managing the Service Team who service Exact Sciences Laboratory equipment and instrumentation.  This role oversees all service activities, which include installation, calibration, maintenance, and repair for laboratory equipment. Instrumentation responsibilities may include both simple (e.g., mixers) and complex (e.g., liquid handling robotics) laboratory instrumentation. The Manager,  Enterprise Service and Integration  will work with the Lab Systems Development team to assure knowledge transfer of instrumentation design and service needs to the Service Team. The Manager, Enterprise Service and Integration will assist in the development of the service policies and procedures (e.g., SOPs) and play principal role in the commissioning of equipment and ongoing service activities, once the policies and procedures are established. The individual in this role will continuously work with the Service Team and the laboratories they are servicing to ensure a high-quality service experience for those laboratories.

Essential Duties

include but are not limited to the following:

• Provide supervision and leadership to Service Team (e.g., Service Engineers).
• Oversee service activities, such as installation and qualification, maintenance, and repair, and ensures all service activities are performed to high quality standards and in accordance with laboratory and service policies and procedures.
• Ensure coordination of the calibration and/or service with third party vendors, as appropriate; ensure proper level of service delivery from all vendors.
• Oversee the escalation of service concerns and coordinate with the development team or third party vendors, as appropriate, to address the escalated Level 2 or 3 service concerns.
• Assist in development and writing of policies and procedures for installation, calibration, repair, maintenance, etc. of laboratory equipment; provide ongoing document support to address changes to service requirements.
• Ensure appropriate training of service staff in accordance with job responsibilities; ensure training is performed and documented in accordance with Exact Sciences policies and regulatory requirements for training. 
• Provide input on appropriate metrics for service and instrument quality monitoring, which is consistent with company service strategy (e.g., Mean Time to Failure (MTTF), Mean Time to Repair (MTTR)); lead the implementation of the quality monitoring program.
• Monitor quality metrics and recommend and/or implement changes to instrumentation and service procedures to ensure ongoing high-quality performance of laboratory equipment.
• Ensure all service activities are performed in compliance with all relevant safety and regulatory bodies (e.g., OSHA, CLIA, FDA).
• Take part in the evaluation of new equipment purchases and ensure the proper commissioning and servicing of new types of equipment.
• Maintain and continuously develop personal knowledge and expertise related to the servicing of complex clinical laboratory equipment.
• Track all service activities utilizing system(s) developed in accordance with service policies and procedures; ensure all service documentation is complete, timely, and accurate following Good Documentation Practices (GDP).
• Supervise staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance. 
• Communicate goals so employees understand them and their role in achieving them. 
• Motivate and inspire employees to do their best work through coaching. 
• Maintain morale and support employee engagement initiatives. 
• Excellent verbal and written English communication skills.
• Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.
• Strong interpersonal and teamwork skills; ability to easily convey concepts and priorities, as well as ability to solicit feedback and inputs.
• 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.
• Attend work regularly and reliably. 
• Ability to work nights and/or weekends.
• Ability to