Automation Support Engineer (West Coast - San Diego Area)

HighRes Biosolutions; Beverly (MA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading global laboratory automation company seeks a remote Automation Support Engineer to enhance customer experiences with their platforms. This role involves managing customer accounts, troubleshooting issues, and collaborating with teams to ensure satisfaction. Ideal candidates will have a technical STEM background, strong communication skills, and a passion for customer success.

Qualifications

• Lab automation experience required.
• Experience in customer service and driving customer success emphasized.
• Ability to adapt to fluctuating workloads.

Responsibilities

• Manage a customer base of up to 30 accounts on the West Coast.
• Collaborate with teams to troubleshoot and resolve customer issues.
• Deploy laboratory automation solutions and train customers.

Skills

Customer Service

Troubleshooting

Communication

Organization

Time Management

Continuous Learning

Education

BS in a technical STEM discipline

Tools

C#

Java

Python

Job description

Description

Job Location: Remote – West Coast

Our Company

HighRes Biosolutions is the leading global laboratory automation company. Our products and people empower scientists with whole automated laboratory workflows, thus creating data factories that connect instrumentation with informatics around the world.

Position-specific details

We are searching for a remote Automation Support Engineer (I or II) in the San Diego or surrounding areas, to be the point of contact for our customers' robotics systems from a case management perspective in 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 and your customers. 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 operating their automation platforms. You will work with multiple teams to drive solutions for your customers' various 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 remotely, in the office, and at customer sites. Domestic travel is required for this role, around 25%. International travel is unlikely but still possible. 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 and technical skills
• Manage a customer base on the West Coast of up to 30 accounts
• Meet targets for response time and quality to ensure customer satisfaction
• Collaborate with cross-functional teams to drive forward customer resolutions
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more
• Debug and deploy code for integrating laboratory automation devices
• 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
• Contribute to documentation and continuous improvement of our processes
  
  

Qualifications

Strongly emphasized:

• BS in a technical STEM discipline, with emphasis on computer science and robotics
• A passion for driving customer success and experience in customer service
• Lab automation experience
• Basic proficiency in C#, Java, Python, or other Object-Oriented Languages
• Ability and interest in software troubleshooting and working with the larger Software team
• Organization and time management skills
• The ability to adapt to fluctuating workloads and customer expectations
• Excellent written and oral communication skills to a variety of audiences
• A love for continuous learning
  
  

Preferred:

• Understanding of and/or experience with robotic arms
• 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 repair skills.