• Senior Technical Support Engineer - Laboratory Automation

    Job Locations US-MA-Beverly
    Job ID
    2019-1288
    # of Openings
    1
    Category
    Customer Service
  • Overview

    We are searching for a technical support engineer who possesses a blend of technical and customer-facing skills to join our growing team. An ideal candidate is one who can successfully analyze root cause, contain, and resolve complex technical issues. You will work with a small, highly motivated team and contribute to the company’s culture, engage in development of standard operating procedures, knowledge base and other project work in addition to daily interactions with end-users. Contribute to the establishment of best practices for keeping our automation solutions up and running, ensuring our US and Global customers have the best experience possible. This is a unique opportunity; you will have an immediate impact on the development of our company.

    Responsibilities

    This is the perfect role for an inherently curious, analytical thinker who enjoys being on the front line of creating delighted end-users. It is also ideal for someone with an engineering mindset who likes getting out from behind their monitor and putting solutions to work in the real world! On a typical day you might do all or some combination of the following:

     

    • Provide technical support to ensure all deployed automation equipment and infrastructure are meeting the customer expectations
    • Troubleshoot, resolve and enhance software and systems configuration via telephone, remote desktop and in-person interactions with end users
      Partner with Field Service and Deployment Engineering to understand client issues and develop pathways to resolution.
    • Contribute to process improvement initiatives and provide input and technical support to engineering projects and initiatives, to ensure product delivery
      Build relationships with customers to meet customer satisfaction metrics
      Work with relational databases and SQL querying tools, VPN, firewalls, routers, ROS, Object Oriented Software languages, and cloud based technologies
    • Occasional preventative maintenance visits for currently install base systems, in conjunction with field service engineers.
    • Guide end users in the proper utilization of installed automation platforms and systems configuration
    • Facilitate customer feedback to HighRes teams to enable a continual improvement process for our software, systems and devices.
    • Travel between 15-25% (Domestic and international travel.)

    Qualifications

    • BS/BA in an Engineering discipline (EE, ME, CS, IE, etc.) or equivalent combination of education and progressive experience relevant to the role
    • 5+ years of recent relevant experience
    • Analytical, technical and problem solving skills that can be applied to real world solutions
    • Strong understanding of Object Oriented software, software testing and/or DevOps principles, scripting and troubleshooting
    • General understanding of network topologies such as VPNs, firewalls, and routers
    • Experience with SQL, scripting languages (e.g. Python, Bash, Perl). ROS, Javascript, and cloud based technologies are a plus
    • Excellent written and verbal communication skills. Excellent interpersonal and customer service skills
    • Experience with troubleshooting and identifying the root cause of issues within defined SLAs
    • Ability to work in a fast paced, rapidly changing environment.
    • Previous experience in a robotic automation is a big plus

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