Supervisor, Laboratory Automation Service Engineering

JOB DESCRIPTION:

The Supervisor, Laboratory Automation Service Engineer plays a key leadership role in supporting a team of service engineers responsible for maintaining and optimizing laboratory automation. This position focuses on guiding daily operations, fostering team development, and ensuring that equipment service activities align with the needs of the laboratory. While primarily focused on team coordination and oversight, the Supervisor may also contribute hands-on support for maintenance and repairs as needed, typically accounting for about 10% of their time. 

Essential Duties

Include, but are not limited to, the following:

• Lead and allocate daily tasks to service engineers supporting installation, calibration, adjustment, repair, and optimization of custom lab automation systems, ensuring high responsiveness and efficiency.
• Serve as the primary source of contact for service engineers, overseeing day-to-day service team functionality.
• Conduct routine check-in meetings with each member of the team, as appropriate.
• Ensure ample coverage for day-to-day workload needs; recommending approval or rejection of requested time off.
• 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.
• Provide technical guidance on automation technologies and control systems, ensuring reliable performance and alignment with operational requirements.
• Support enterprise service and integration leadership in the introduction and adoption of organizational initiatives.
• Work closely with integration and development teams on service requirements gathering and potential operational improvements.
• Promote customer satisfaction through problem solving, clear and effective communications, and efficient repair/maintenance activities.
• Develop and oversee service strategies for laboratory automation, including scheduled updates, large scale downtimes, and consistent evaluation of service procedures to ensure accuracy, efficiency, and alignment with operational goals. 
• Advise sustaining engineering efforts by providing system data and service insights to improve system reliability, maintainability, and component lifecycle planning.
• Support hands-on troubleshooting of interconnected automation components (robots, sensors, actuators, liquid handlers, etc.) and coordinate root cause analysis for recurring failures or control logic issues.
• Ensure the team follows all applicable documentation standards when servicing automated systems, including change control, deviation reports, relevant IQ/OQ/PQ, and applicable technical bulletins or notifications. 
• Ensure all service documentation is complete, timely, and accurate following good documentation practices (GDP).
• Ensure appropriate tracking of all service activities utilizing systems developed in accordance with service policies and procedures.
• Support and comply with the company’s Quality Management System policies and procedures.
• Support training and development efforts for team members on evolving automation technologies, including new robotics platforms, machine vision, pipeline projects, and other skills essential for troubleshooting, optimizing, and supporting complex lab automation systems.
• Assist and coordinate training methodology and training documentation in conjunction with other engineer leads/leadership.
• Provide feedback on the effectiveness of training for new employees, training methodology, and training documentation.
• Provide mentoring and technical guidance to service engineers.
• Collaborate with automation design and integration teams to feed field insights back into future iterations or new developments.
• 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.
• Ensure appropriate hand-off communication and work completion between shifts.
• Escalate service concerns, as appropriate.
• Ability to communicate effectively with all levels of staff through both verbal and written communication.
• 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.
• 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.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• 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.
• 3-4+ years of experience leading and/or directing people and/or project teams.
• Experience in the maintenance, repair, and optimization of complex automation and laboratory equipment, including robotics, integrated control systems, servo controls, and complex electromechanical components. 
• Skilled in interpreting technical manuals, schematics, and system diagrams to diagnose and resolve issues efficiently. 
• Familiar with inventory management, parts requisition, and documentation practices supporting equipment lifecycle and compliance. 
• Demonstrated mechanical ability and hands-on troubleshooting skills in structured, process-driven environments requiring quality, accountability and cross-functional coordination. 
• Proven ability to plan workloads, allocate tasks, and scale operations to align with priorities and organizational goals. 

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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