Job Details
Description
- Regular co-ordination with Software Development, Commissioning, and Product teams to achieve tier-2 issue resolution.
- Mentor and train Jr. and Level I Automation Support Engineers and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
- Troubleshoot, repair, and maintain the full range of HighRes devices, systems, instrumentation, and automation platforms regularly utilizing virtual and remote technologies.
- Develop customer relationships through proactive and approved communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory)
- Manage and maintain software and device driver documentation and packages (author and submit bug / issue tickets; code review and troubleshooting)
- Deploy and calibrate robotic systems at customer sites.
- Provide rapid response to customer support requests (initiating troubleshooting and triage of
customer-reported product issues.)
- Complete accurate and timely documentation of support case issues, activities, and resolution.
- Collaborate with HighRes Field Service Engineers and Operations teams to deploy device updates, system upgrades, and relocations at customer sites.
- Train customers on routine and advanced operation of Cellario and Solution software and perform automation systems operational training.
- Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
- Complete ongoing internal / external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
Qualifications
Must have Bachelor's degree in Computer Science, Robotics, Biomedical Engineering or related field
Must have 2 years of software or automation engineering experience (pre or post degree) in a technical support or customer-facing support role or in a -house automation support / engineering role involving the following :
- Working with in scheduling software, laboratory automation software and drivers, robotics, or laboratory instrumentation integration and software
- Using C#, JAVA, C++ or other object-oriented programming.
- Working with JIRA, GitHub or similar software development applications.
Must be willing to travel to customer sites throughout the up to 30%, and occasional international travel (North America and Europe)
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