Description

Summary

Join our team at HighRes Biosolutions as an Automation Support Engineer, where you'll play a key role in supporting, installing, maintaining, and troubleshooting automation systems and Cellario software. We foster an Innovative environment where adaptability and collaboration are essential. This role focuses on software and system integration, working closely with Field Service Engineers for comprehensive product support. Junior and Level I Engineers develop expertise under guidance, progressing through structured training and hands-on experience.

Responsibilities

Complete structured training programs on Cellario software, CRM systems, and customer service skills, ensuring an Exceptional learning journey.
Troubleshoot and maintain automation systems remotely, with occasional on-site support, demonstrating Responsibility in handling customer needs.
Assist in deploying and calibrating robotic systems at customer locations with a Collaborative approach.
Provide rapid first-line support, diagnose technical issues, and escalate when necessary, showcasing Adaptability in problem-solving.
Maintain accurate documentation of support cases, resolutions, and system updates.
Collaborate with Field Service Engineers for system upgrades, relocations, and device updates, ensuring Innovative solutions.
Support customer training on Cellario software and automation systems, reinforcing our Exceptional commitment to customer success.
Build strong customer relationships through proactive communication and technical support, embodying Responsibility and trustworthiness.
Utilize internal knowledge bases and contribute to service documentation, upholding a culture of Continuous Improvement.
Assist in issue escalation and resolution with development and product teams, demonstrating Collaboration in cross-functional work.
Manage and maintain software documentation, troubleshoot driver issues, and draft bug reports, ensuring Adaptable problem-solving strategies.

Qualifications

Key Skills

Strong problem-solving skills with a proactive and Innovative learning mindset.
Ability to troubleshoot and resolve software and automation system issues with Exceptional attention to detail.
Effective communication skills for technical and non-technical stakeholders, fostering Collaborative relationships.
Organizational skills to manage service cases, documentation, and reporting, ensuring Responsible task completion.
Basic experience in programming (C#, Java, C++, other), scripting, and debugging, demonstrating Adaptability to new challenges.
Exposure to software development tools like JIRA, and relational databases, ensuring Innovative workflows.

Additional Responsibilities (Level I)

Assist in Cellario user training as an instructor assistant, reinforcing our Exceptional training standards.
Independently resolve Tier 1 and routine customer support cases, demonstrating Responsibility and technical competency.
Provide feedback on training modules and support program improvements, embracing Innovative enhancements.
Work with Level II Engineers to ensure effective case resolution through Collaborative teamwork.
Manage incoming support queue shifts with minimal oversight, showcasing Adaptability in handling dynamic workloads.
Participate in process improvement initiatives across teams, driving Continuous Improvement and efficiency.

Qualifications

(North America & Europe): Bachelor’s degree in Computer Science, Robotics, Biomedical Engineering, or related field; or a Science degree with relevant software/automation experience.
0-1 years (1-3 years at Level I) of technical or customer support experience in software, automation, robotics, or laboratory instrumentation.
Experience with scheduling software, laboratory automation, and device drivers is preferred.
Ability to travel up to 30% domestically, with occasional international travel.
Valid driver’s license required.

Why Join Us?

At HighRes Biosolutions, you'll be part of an Innovative team, solving real-world problems in automation and life sciences. We thrive on Collaboration, provide Adaptable career growth, and take Responsibility for delivering Exceptional service. If you're passionate about automation and eager to develop your skills, we encourage you to apply!

About HighRes

We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable, and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.

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