Job Details:
- Job Location: Beverly, MA (CompanyOffice-US-MA-01915-01)
- Salary Range: $90,000.00 - $120,000.00
- Work Location: US – Remote
- Location: East Coast
Our Company
- HighRes 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 East Coast area.
- 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 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 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