Customer Education and Product Operations Specialist, Healthcare Technology
Allscripts
Go
Supervisor, Engineering Operations
GRAIL
full-time
Posted on:
Origin: • 🇺🇸 United States • North Carolina
Visit company websiteSalary
💰 $91,000 - $114,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Go
About the role
- Supervise day-to-day activities of Tier 2 support staff of junior engineers across second shift operations.
- Provide hands-on troubleshooting and support for laboratory instrumentation, automation platforms, and software applications to minimize downtime.
- Monitor system health and performance, coordinate corrective actions, and escalate complex issues to Tier 3 or engineering leads as needed.
- Facilitate Post-Incident Reviews: root-cause analysis, corrective/preventive actions (CAPA), and risk assessment; track action items and report weekly metrics.
- Facilitate end-to-end automated line-swap task plans, including task detailing, pre-swap risk reviews, resource coordination, and on-shift execution oversight.
- Coordinate maintenance and calibration activities in alignment with established protocols and the Enterprise Asset Management (EAM) / Computerized Maintenance Management System (CMMS).
- Document service incidents, troubleshooting activities, and repairs in accordance with quality management system (QMS) and cGMP/GLP requirements.
- Train and mentor team members on technical procedures, safety practices (LOTO, hazardous material handling), and SOP adherence.
- Support continuous improvement efforts by identifying opportunities for process and equipment optimization.
- Assist with inventory oversight for spare parts, consumables, and support contract coordination.
- Collaborate with cross-functional partners including Quality, R&D, and Software to support change implementation and validation testing.
- Participate in on-call duty and support weekends and holidays as needed.
Requirements
- 4+ years of relevant technical experience in operations engineering, automation support, or laboratory systems with a BS/BA in Engineering, Life Sciences, or related field (or equivalent experience).
- 1+ years of experience in a lead or supervisory capacity.
- Proven hands-on troubleshooting and repair experience with lab automation systems, including liquid handling platforms (e.g., Agilent, Hamilton, Labcyte).
- Familiarity with system maintenance, test protocols, and documentation practices in regulated environments (cGMP/GLP).
- Strong communication skills and ability to work cross-functionally in a fast-paced operations setting.
- Willingness to work second shift, be on-call, and support weekends/holidays as needed.
- Highly Preferred: Experience with NGS workflows and instrumentation (e.g., Illumina platforms).
- Highly Preferred: Knowledge of EAM/CMMS (Hexagon EAM strongly preferred), LIMS, MES, Green Button Go (GBG), or other automation control software.
- Familiarity with tiered escalation workflows and incident triage
- Basic understanding of IT infrastructure and equipment networking.
- Mechanical and electrical aptitude in laboratory or manufacturing settings.
- Prior use of EAM/CMMS platforms for tracking maintenance and calibrations.
