On-site Automation Support Engineer (UK- Stevenage or Cambridge)

Highres Biosolutions; Stretford; On-site; GBP 45,000 - 75,000; Full time

Job summary

HighRes Biosolutions seeks an Automation Support Engineer II to serve as the primary contact for customers' onsite robotics systems, focusing on case management for software and hardware. The role requires strong troubleshooting skills, independence, and excellent communication, with daily on-site work and travel for training.

You will collaborate with multiple teams to develop solutions, grow your skills, and represent the company professionally to clients in life sciences and robotics contexts.

Qualifications

• Bachelor's degree in a technical field (CS, Robotic Engineering or related).
• 4+ years’ experience in lab automation, robotics, or software.
• Proficiency in C#, Python, or other object-oriented languages.
• Strong software troubleshooting abilities and collaboration with software teams.
• Excellent written and verbal communication skills.

Responsibilities

• Improve customers' daily experience with our platforms.
• Build strong customer relationships through proactive communication and technical acumen.
• Manage the customers onsite, their systems and upcoming deployments.
• Meet targets for response time and quality to ensure customer satisfaction.
• Collaborate with cross-functional teams to drive customer resolutions from diagnosis to completion.
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues.
• Debug and deploy code for integrating laboratory automation devices.
• Troubleshoot networking issues (TCP/IP, serial).
• Configure relational databases for scheduling software.
• Interface with and train customers remotely or onsite.
• Deploy laboratory automation solutions with cross-team collaboration.
• Perform system upgrades, software updates, and configuration changes.
• Contribute to documentation and process improvements.

Skills

Customer success

Software troubleshooting

Python

C#

Communication skills

Independent work

Time management

Documentation

Team collaboration

Education

Bachelor's degree in a technical field (Computer science, Robotic Engineering or related fields)

Tools

SQL

TCP/IP

Serial communications

Job description

Job DetailsJob Location: CompanyOffice-UK-EN-M171RW-01 - TRAFFORD PARK M17 1RWOur Company

HighRes Biosolutions is the leading global provider of laboratory automation solutions. Our products and people empower scientists with comprehensive, automated laboratory workflows, thereby creating data factories that connect instrumentation with informatics worldwide.

Position-specific details

We are seeking a remote Automation Support Engineer II located within the Stevenage area. The ideal candidate will serve as the primary point of contact for our customers' onsite robotics systems, focusing on case management for both software and hardware. The expectation is that you are a fast-learning and curious individual who loves troubleshooting and provides excellent customer service. You should be able to work independently and cross-functionally, switching between discussions with our internal teams & your customer. The ideal candidate will be able to grow with the company and develop their skills over time.

This is an exciting opportunity to have a real impact, supporting our customers in operating their automation platforms. You will collaborate with multiple teams to develop solutions for your customers' diverse issues. You'll be the face of HighRes for your assigned customer base. Having a polished and professional communication style is essential! This is a fantastic opportunity for someone passionate about the intersection of life sciences and robotics. Work will be performed on the customer site daily. Travel is required for training internationally or domestically. Current driver's License, Passport, and personal transportation are preferred.

What you will be doing:

You will be trained to help you become capable and confident in performing the following:

• Improve customers' daily experience with our platforms that contribute to human health discoveries
• Build strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical audiences.
• Manage the customers onsite, their systems and upcoming deployments.
• Meet targets for response time and quality to ensure customer satisfaction.
• Collaborate with cross-functional teams to drive forward customer resolutions through ownership from initial diagnosis to completion.
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more.
• Debug and deploy code for integrating laboratory automation devices.
• Troubleshoot networking issues with TCP/IP and serial communications.
• Configure relational databases for laboratory scheduling software.
• Interface with and train customers remotely or onsite.
• Deploy laboratory automation solutions while working with various teams to troubleshoot field issues.
• Perform system upgrades, software updates, and configuration changes, while validating functionality and minimizing operational impact.
• Contribute to documentation and continuous improvement of our processes.

QualificationsRequired:

• Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
• A passion for driving customer success and experience in customer service
• ASE 2 should have 4+ years’ experience in lab automation, robotics, or software experience
• Basic proficiency in C#, Python, or other Object-Oriented Languages
• Strong software troubleshooting abilities and the capacity to partner effectively with the broader software team
• Problem-solving mindset with attention to detail
• Organization and time management skills
• Experience documenting software or hardware issues and tracking to resolution
• Professional demeanor and ability to represent the company with clients
• Adaptability to fluctuating workloads and evolving customer expectations
• Exceptional written and oral communication skills to a variety of audiences
• A love for continuous learning
• Self-motivated with the ability to work independently and as part of a team

Preferred:

• Understanding of or experience with robotic arms and laboratory automation software
• System deployment engineering, or bio/pharmaceutical labs experience
• Ability to write tools and scripts to automate repetitive tasks
• Experience recording logs and information on software bugs
• Familiarity with networking (TCP/IP), or Serial Communications
• Basic mechanical and electrical troubleshooting skills.