Automation Support Engineer II (Mountain Central)

HighRes Biosolutions is hiring an Automation Support Engineer II to support customers using its laboratory automation platforms. The role manages customer cases involving software and hardware, troubleshoots and deploys automation systems, and coordinates with customers and cross-functional teams to resolve issues.

Responsibilities:

• 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

Requirements:

• Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
• A passion for driving customer success and experience in customer service
• ASE 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 audiences
• A love for continuous learning
• Self-motivated with the ability to work independently and as part of a team
• Current driver's License, Passport, and personal transportation are 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