Automation Support Engineer II; Mountain

Position: Automation Support Engineer II (Mountain Central)
Job Location:

US – Remote

Location:

Salt Lake City, UT, Denver, CO or Austin, TXOur Company High Res  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 Salt Lake City, UT, Denver, CO or Austin, TX metro areas. The ideal candidate will serve as the primary point of contact for our customers' 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 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 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 High Res 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 30%. 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, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical audiences

Manage a customer base within the West Region 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 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

Required:

Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
A passion for driving customer success and experience in customer serviceASE 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 audiencesA 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.
#J-18808-Ljbffr