Customer Support Engineer

US-MA-Beverly
Job ID
2018-1205
# of Openings
1
Category
Customer Service

Overview

We love automation. We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. HighRes Biosolutions 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.

Responsibilities

The Customer Support Engineer will work in our Beverly headquarters to primarily support our US customers and global customers as needed.  The ideal candidate will be a very good communicator and troubleshooter.  The position is educational, demanding, and very rewarding, with chance for progression as part of a successful and growing after sales division.

  • Troubleshoot, resolve and enhance software and system configuration via telephone, remote desktop or onsite.
  • Partner with Field Service Engineering and Software Automation Engineering to understand client issues and pathway to resolution.
  • Occasional preventative maintenance visits for our currently installed robotic systems, in conjunction with field service engineers.
  • Troubleshooting and updating our system databases and software.
  • Teaching Robotic Platforms and System configuration for onsite customer systems.
  • Maintain a high standard of communication both internally and externally with a first time fix customer driven attitude.
  • Provide internal feedback to HighRes teams to enable a continual improvement process for our software, systems and devices.

Qualifications

  • BS in computer science, software, robotics or related applied engineering discipline.
  • C#, Java, C++ or other object oriented programming experience.
  • Computer communications (TCP/IP, RS232) desirable but not a requirement
  • Relational databases and previous automation experience desirable but not a requirement
  • Excellent problem solving skills, required to overcome unforeseen challenges quickly and effectively.
  • Previous customer service automation and/or software support a distinct advantage
  • Work effectively as team member and individually.
  • Excellent communication skills.

Additional Information

  • Travel between 15-25%
  • Domestic and international travel.

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