Automation Support Engineer I (Tarrytown, NY, Onsite Customer)

Description

The embedded Automation Support Engineer 1 will be based at a HighRes customer site in Tarrytown, NY. This role focuses on supporting our multiple systems, software and equipment. The ideal candidate will be a strong communicator to multiple audiences, experienced in troubleshooting software and hardware issues, be a liaison to coordinate preventive maintenance and device service. The position is educational, demanding, and very rewarding, with a chance for progression as part of a successful, growing service and support division.

Responsibilities

• Troubleshoot, resolve, and enhance software for integrating laboratory automation devices with robotic systems, primarily via onsite, face-to-face contact with end customers and their equipment
• Troubleshooting, end-user support, and updates for Cellario, Solution and Cellario Order Broker (currently installed version only) software in conjunction with HighRes head office software, applications and support teams
• Troubleshooting and updates for robotic system databases and associated robotic software
• Teaching/Setup of Robotic Platforms and system specific configuration for customer systems
• Troubleshoot system hardware issues (pneumatics, communications, etc.) with assistance/co-ordination with HighRes back office, field service and head office manufacturing/engineering teams. Where possible and reasonably practicable, provide onsite updates/fixes for simple HighRes device or instrument related issues
• Troubleshooting HighRes device integration and operation in conjunction with HighRes field service engineers and head office R&D/device manufacturing or engineering team. Preliminary troubleshooting and low complexity issues would be done by onsite customer engineer with higher complexity issues handled by HighRes field service engineer, determined on a case-by-case basis based on complexity and skill set needed to complete the work
• Escalation and co-ordination of more complex issues/cases with HighRes software/commissioner team, HighRes engineering/manufacturing team and other departments within HighRes while maintaining a quality-driven approach and quick turn-around for end customers
• Coordination and assistance with onsite preventative maintenance visits for customer robotic systems, in conjunction with HighRes field service and customer service engineers
• Maintain a high standard of communication both internally and externally with a first-time fix customer-driven attitude
• Provide continual internal feedback to HighRes teams to enable a continual improvement process for our software, systems, and devices

Customer Site Role Specific:

• Work holistically in partnership with all customer site systems, automation members, scientists, all third-party labs, and/or automation service teams.
• Provide guidance and recommendations on quality/reliability-driven initiatives to improve system operational uptime, as part of regular data-driven operational reviews
• Be a customer advocate and owner for driving internal HighRes actions and report back to customer site teams
• Software update and deployment planning in conjunction with the customer automation team and scientists
• Provide onsite training to increase ability and confidence in system operation/reliability
• Conduct regular meetings between HighRes and the customers to review system issues and maintain a collaborative relationship

Qualifications

Required Qualifications

• BS in computer science, software or related applied engineering discipline
• C#, object-oriented programming (web development not applicable)
• Computer communications (TCP/IP, RS232)
• Excellent problem-solving skills to overcome unforeseen challenges quickly and effectively
• Work effectively as a team member and individual
• Excellent communication skills

Desirable Qualifications

• Previous customer service in automation or software support is highly desirable
• Relational databases and previous automation experience
• Electronics/electrical experience desirable but not a requirement
• Basic mechanical skills i.e. tapping/drilling/basic use of hand tools

Additional Information

• Travel < 10% between domestic sites (required for training and by exception only after that)