Job Details

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 tapping/drilling/basic use of hand tools Additional Information Travel < 10% between domestic sites (required for training and by exception only after that)