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On-site Automation Support Engineer, Level 1 or 2 (Tarrytown, NY) Job Opening In Tarrytown – Now Hiring HighRes Biosolutions


Job description

Job Details

Description

The embedded Automation Support Engineer 1 or 2 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

  • 1-3 years of previous customer service in automation or software support experience
  • 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

  • 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)
  • Required Skill Profession

    Computer Occupations


    • Job Details

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