Hardware Integrations & Automation Engineer

At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.

We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Service Operations Insight Analyst to join our pioneering team. We believe in the power of relentless curiosity and the pursuit of excellence, and we invite you to join us in shaping the future of scientific exploration and healthcare breakthroughs.

This role will begin with a hands-on focus in production, supporting the build of sub-assemblies to relieve manufacturing capacity constraints while gaining deep product, hardware, test, and automation training. As the role maturing, it will transition into a service and analytics–focused position responsible for driving customer satisfaction and service contract retention through data-driven insights and operational execution, including ownership of the customer ticketing system to ensure timely resolution, high-quality metadata logging, and actionable insights for product and quality teams, while continuing to provide hands‑on support for service, repairs, and diagnostics so that hardware production skills remain a core and actively used part of the role.

• Support production by building sub-assemblies and assisting with hands‑on hardware assembly to relieve manufacturing capacity constraints and accelerate training.
• Support in resolving gaps and ensure software vs hardware issues are clearly distinguished.
• Support root cause analysis of system failures through in‑house testing, remote diagnostics, and collaboration with software and product teams.
• Assist in ticket triage related to new product issues to ensure fast, accurate escalation and closure.
• Contribute to internal documentation, fault‑finding guides, and work instructions based on early product learnings.
• Assist in automation to increase operational efficiency and workflows
• Own and manage the customer ticketing system end‑to‑end, ensuring timely resolution, clear ownership, and accurate, consistent metadata logging for actionable insights.
• Act as the bridge between customers, field service engineers, and software teams to distinguish hardware, software, and IT‑related issues.
• Deliver hands‑on service support including diagnostics, repairs, scheduled preventative maintenance, and on‑site or remote troubleshooting.
• Prepare and file repair and maintenance reports in line with internal reporting standards.
• Analyze fleet and service data to identify trends in failures, system usage, customer behaviour, and service contract churn.
• Proactively segment the customer base by health, satisfaction, and renewal likelihood.
• Gather and report structured customer feedback to the Senior Manager, Operations relating to experience, new feature requests, and product improvements.
• Develop and recommend data‑driven strategies to improve service contract renewals in collaboration with the commercial team.
• Build and maintain automation, dashboards, and KPI reporting for service performance, escalations, and recurring issues.
• Generate regular reports on ticket trends, root causes, and product reliability to inform quality, engineering, and product roadmaps.
• Contribute to the internal knowledge base including troubleshooting guides, FAQs, and service workflows.

• 2+ years’ experience in a hands‑on hardware engineering, production, test, service, or mechatronics role, ideally within scientific instruments, automation, robotics, or complex electromechanical systems.
• Strong hardware engineering foundation with experience in assembly, test, fault‑finding, and root cause analysis of electro‑mechanical, optical, or precision systems.
• Proficient coding and automation skills (e.g., Python, MATLAB, LabVIEW, C/C++, or similar) with experience automating tests, data capture, reporting, or system…