Automation Support Engineer I (Tarrytown, NY, Onsite Customer)

HighRes Biosolutions, Inc.; Village of Tarrytown (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in automation support seeks an 'embedded Automation Support Engineer 1' to work at customer sites. The role involves troubleshooting software and hardware for laboratory automation, ensuring effective user support and system updates. Ideal candidates will have a background in software engineering and strong communication abilities, with opportunities for progression in a growing service division.

Qualifications

• Strong communicator with experience in troubleshooting.
• Familiar with software and hardware issues.
• Experience in object-oriented programming, particularly C#.

Responsibilities

• Troubleshoot and enhance laboratory automation devices integration.
• Coordinate preventive maintenance and provide user training.
• Maintain high communication standards with customer site teams.

Skills

Problem-solving

Communication

Teamwork

Education

BS in computer science

Software engineering discipline

Job description

Job Details

Job Location: Remote-US-NY - N/A, NY

Salary Range: Undisclosed

Description

The embedded Automation Support Engineer 1 will be based at a HighRes customer site in Tarrytown, NY. This role focuses on supporting our multiple systems, software and equipment. The ideal candidate will be a strong communicator to multiple audiences, experienced in troubleshooting software and hardware issues, be a liaison to coordinate preventive maintenance and device service. The position is educational, demanding, and very rewarding, with a chance for progression as part of a successful, growing service and support division.

Responsibilities

• Troubleshoot, resolve, and enhance software for integrating laboratory automation devices with robotic systems, primarily via onsite, face-to-face contact with end customers and their equipment
• Troubleshooting, end-user support, and updates for Cellario, Solution and Cellario Order Broker (currently installed version only) software in conjunction with HighRes head office software, applications and support teams
• Troubleshooting and updates for robotic system databases and associated robotic software
• Teaching/Setup of Robotic Platforms and system specific configuration for customer systems
• Troubleshoot system hardware issues (pneumatics, communications, etc.) with assistance/co-ordination with HighRes back office, field service and head office manufacturing/engineering teams. Where possible and reasonably practicable, provide onsite updates/fixes for simple HighRes device or instrument related issues
• Troubleshooting HighRes device integration and operation in conjunction with HighRes field service engineers and head office R&D/device manufacturing or engineering team. Preliminary troubleshooting and low complexity issues would be done by onsite customer engineer with higher complexity issues handled by HighRes field service engineer, determined on a case-by-case basis based on complexity and skill set needed to complete the work
• Escalation and co-ordination of more complex issues/cases with HighRes software/commissioner team, HighRes engineering/manufacturing team and other departments within HighRes while maintaining a quality-driven approach and quick turn-around for end customers
• Coordination and assistance with onsite preventative maintenance visits for customer robotic systems, in conjunction with HighRes field service and customer service engineers
• Maintain a high standard of communication both internally and externally with a first-time fix customer-driven attitude
• Provide continual internal feedback to HighRes teams to enable a continual improvement process for our software, systems, and devices

Customer Site Role Specific:

• Work holistically in partnership with all customer site systems, automation members, scientists, all third-party labs, and/or automation service teams.
• Provide guidance and recommendations on quality/reliability-driven initiatives to improve system operational uptime, as part of regular data-driven operational reviews
• Be a customer advocate and owner for driving internal HighRes actions and report back to customer site teams
• Software update and deployment planning in conjunction with the customer automation team and scientists
• Provide onsite training to increase ability and confidence in system operation/reliability
• Conduct regular meetings between HighRes and the customers to review system issues and maintain a collaborative relationship

Qualifications

Required Qualifications

• BS in computer science, software or related applied engineering discipline
• C#, object-oriented programming (web development not applicable)
• Computer communications (TCP/IP, RS232)
• Excellent problem-solving skills to overcome unforeseen challenges quickly and effectively
• Work effectively as a team member and individual
• Excellent communication skills

Desirable Qualifications

• Previous customer service in automation or software support is highly desirable
• Relational databases and previous automation experience
• Electronics/electrical experience desirable but not a requirement
• Basic mechanical skills i.e. tapping/drilling/basic use of hand tools

Additional Information

• Travel < 10% between domestic sites (required for training and by exception only after that)