Service Desk Analyst / Service Engineer

Automata; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Automata is seeking a Service Desk Analyst/Field Service Engineer to enhance lab automation solutions. This role involves managing customer tickets, coordinating with engineering teams, and supporting the deployment of robotic solutions. Ideal candidates will have experience in life sciences, strong technical skills, and a proactive approach to problem-solving.

Qualifications

• Experience in a Service desk or Field Services role within the life sciences industry.
• Experience servicing or deploying automated solutions.
• Experience in start-up environments.

Responsibilities

• Service desk monitoring and triage; ticket resolutions.
• Assisting the build and deployment of LINQ solutions.
• Troubleshooting and maintaining LINQ products on-site.

Skills

Technical expertise

Root cause analysis

Customer-facing presence

Self-starter

Willingness to travel

Education

Bachelors or advanced degree in Biomedical, Bioengineering, Electromechanical or related Engineering

Tools

Jira Service Management

Job description

At Automata, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences—from diagnostics and drug discovery to synthetic biology.

But we’re more than just a company disrupting the industry—we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.

Why Work at Automata?

• Impact: Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.
• Innovation: You’ll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting-edge technology (we have robots).
• Growth: We invest in our people. Whether through hands-on experience, professional development, or collaborative projects, you’ll grow both professionally and personally.
• Community: Join a diverse, passionate team that values collaboration (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).

Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.

We work with labs across the world to understand their specific workflows and needs and develop personalized solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialized workflows, in a fast, flexible, and cost-efficient way.

We are looking for a Service Desk Analyst/Field Service Engineer whose mission is to be responsible for incoming internal and customer ticket triage, ticket resolution monitoring, coordinator between engineering departments, and communicating with customers for ticket updates. Also assisting with building, testing and deploying Automata's customer robotic solutions.

Why is this role important for Automata?

The service desk requires an Analyst for monitoring of all incoming tickets, this is to meet our SLAs as agreed with all external customers. Updating our Asset system with all new work cell and devices allows us to track issues throughout our customer work cells.

In this role you will be responsible for:

• Service desk monitoring and triage. Ticket resolutions when required. Updating of work cells and devices on our asset management system.
• Assisting the build and deployment of LINQ solutions at the UK London facility with customer success teams
• Troubleshooting, repairing and maintaining all aspects of the LINQ product on-site at customer sites across the UK

What it takes:

• Experience in a Service desk or Field Services role within the life sciences industry (prior experience servicing, or deploying automated solutions or for techniques such as liquid handling, flow cytometry)
• Proficient technical expertise, capable of performing root cause analysis on hardware or software challenges and resolving them with a customer-facing presence
• Strong self-starter with the ability to learn and develop proficiency with limited oversight or guidance
• Experience in start-up environments
• Willingness to travel as needed for customer projects, up to 50%
• Located in greater London (UK-HQ)

Nice to haves:

• Bachelors or advanced degree in relevant field (e.g. Biomedical, Bioengineering, Electromechanical or related Engineering)
• Experience with Jira Service Management is desirable although not essential
• Experience as a lab automation engineer / technician or servicing of lab automation systems
• Experience with Python or Liquid Handling programming

What gets us excited?

We’re passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.

Automata is transforming the way labs work with open, integrated automation. Our mission is to unlock the potential of labs and the potential of the people who work in them.

If you work on a service desk and want more exposure and interaction with laboratory automation work cells or a field engineer that wants to support more from a service desk perspective this could be the role for you.

If this sounds like a good fit and has ticked the right boxes, you will love having the opportunity to build something that immediately adds values.

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.

About the company

The simple, flexible and easy to program automation solution for laboratories and businesses.

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