Entry Level Escalation Management Jobs (NOW HIRING)

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 is an entry-level escalation engineer who supports recurring issue resolution across laboratory automation platforms. While this role is not primarily responsible for routine installations or preventive maintenance, it may assist when required. Core responsibilities include responding to escalated technical support cases from Laboratory Service Engineers, executing well-defined troubleshooting protocols, and contributing to uptime restoration through mechanical repair, basic system diagnostics, and root cause documentation. The Engineer I collaborates with cross-functional teams to support system reliability, contributes to service workflow enhancements, and actively builds proficiency in regulated environments involving PLCs, vison platforms, robotics.

Essential Duties

Include, but are not limited to, the following:

• Develop processes and procedures for automation installations, qualifications, preventative maintenance and troubleshooting.

• Exercise independent judgment in decision-making when troubleshooting and prioritizing tasks.

• Exercise discretion in selecting tools, frameworks, and methodologies to obtain diagnostic information and reporting results to the customer.

• Authority to prioritize work and adapt strategies to meet organization and team goals.

• Perform investigations on recurring equipment issues using historical diagnostic protocols and gathering relevant service data.

• Participate in corrective action reviews to understand how recurring problems are resolved and prevented.

• Document service learnings and share updates with Lab Service Engineers to support knowledge continuity and reduce future escalations.

• Triage incoming requests to provide front-line support for stand-alone, custom laboratory automation

• Troubleshoot standard equipment issues; escalate unfamiliar or complex issues appropriately.

• Receive and document incoming customer communications and manage service escalations to resolution within established timelines.

• Provide exceptional, customer-centric technical support by investigating issues, reproducing failures, and identifying root causes.

• Analyze log files and data to identify patterns, troubleshoot errors, and support continuous improvement of service workflows.

• Create and interpret data queries to support investigations and document findings, resolutions, and improvement opportunities.

• Serve as the primary liaison for assigned equipment and coordinate vendor escalations as needed.

• Actively identify and initiate improvements to simplify and automate service processes.

• Support the transfer of new hardware and products to/between laboratories, participating in planning, testing, and technical validation.

• Represent the service function in cross-functional meetings and development initiatives; fulfill technical transfer tasks and action items.

• Build strong customer relationships and collaborate effectively with internal stakeholders across technical support, development, quality, and IT.

• Contribute to a positive and inclusive team environment through active listening, open communication, curiosity, and a commitment to shared goals.

• Maintain technical knowledge of instrumentation and regulatory expectations (e.g., CAP/CLIA); support audit readiness and equipment compliance.

• Demonstrate strong mechanical and analytical aptitude to resolve equipment issues and support lab operations.

• Prioritize and plan work independently, managing competing tasks with a sense of urgency and accountability.

• Uphold the company's mission and values through integrity, innovation, and commitment to quality.

• Support and comply with the company's Quality Management System (QMS) and relevant safety and regulatory requirements (e.g., OSHA, CLIA).

Work Environment & Physical Requirements

• Ability to work seated and standing for approximately 50% of the working day each.

• Ability to work designated schedule, including travel up to 30% of working time (may include overnight/weekend travel).

• Ability to lift up to 25 pounds (~5% of the time).

• Ability to work on a mobile device, tablet, or computer for up to 90% of the working day.

• Ability to use fine and gross motor skills for equipment troubleshooting and maintenance.

• Ability to comply with personal protective equipment (PPE) requirements.

• Ability and means to travel between local Madison locations.

• Occasional evening or weekend work may be required.

Minimum Qualifications

• Bachelor's Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.

• 3 years of experience in an engineering or technical support role.

• 1 year of experience in industrial automation maintenance.

• Demonstrated understanding of clinical lab regulations.

• Possesses advanced knowledge of engineering theories, practices and procedures and applies this knowledge and skills to complete assignments.

• Proficient in Microsoft Office including Word, Excel, PowerPoint, and Outlook.

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• Bachelor's Degree in Engineering.

• 2+ years of experience in engineering, technical support, or related fields.

• Experience with custom automation controls, including but not limited to, ladder logic programming with Rockwell Studio 5000 Allen Bradley PLCs.

• Working knowledge of vision system programming, adjustment, and troubleshooting on Cognex and Keyence systems.

• Experience with training, maintaining, and troubleshooting Fanuc robots using a teach pendant.

• Experience reading electrical diagrams and viewing Solidworks/CAD models in troubleshooting applications.

• Service experience in automated manufacturing or laboratory automation systems.

• Fanuc and/or Epson robot programming, tuning, and maintenance.

• Working knowledge of HMI programming software including FactoryTalk View Studio.

• Custom automation network integration.

• Process and workflow mindset.

• Technical proficiency and experience in automation system development and integration in a laboratory environment.

• Experience working in a CAP/CLIA and/or other regulated production environment.

• Working knowledge of databases, laboratory information management systems, SCADA/MES system, and other file management applications.

Salary Range:

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, please contact us here.

Not ready to apply? Join our Talent Community to stay updated on the latest news and opportunities at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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.