Automation Support Engineer I or II: San Francisco/Bay Area
- Improve customers' daily experience with our platforms that contribute to human health discoveries
- Build strong customer relationships through proactive communication and technical skills
- Manage a customer base on the West Coast of up to 30 accounts
- Meet targets for response time and quality to ensure customer satisfaction
- Collaborate with cross-functional teams to drive forward customer resolutions
- Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more
- Debug and deploy code for integrating laboratory automation devices
- Troubleshooting networking issues with TCP/IP and serial communications
- Configure relational databases for laboratory scheduling software
- Interface with and train customers remotely or onsite
- Deploy laboratory automation solutions while working with various teams to troubleshoot field issues
- Contribute to documentation and continuous improvement of our processes
- Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
- A passion for driving customer success and experience in customer service
- ASE I should have 2 years’ experience in lab automation, robotics, or software experience
- ASE 2 should have 4 years’ experience in lab automation, robotics, or software experience
- Basic proficiency in C#, Python, or other Object-Oriented Languages
- Ability and interest in software troubleshooting and working with the larger Software team
- Problem-solving mindset with attention to detail
- Organization and time management skills
- Experience documenting software or hardware issues and tracking to resolution
- Professional demeanor and ability to represent the company with clients
- Adaptability to fluctuating workloads and evolving customer expectations
- Exceptional written and oral communication skills to a variety of audiences
- A love for continuous learning
- Understanding of or experience with robotic arms and laboratory automation software
- System deployment engineering, or bio/pharmaceutical labs experience
- Ability to write tools and scripts to automate repetitive tasks
- Experience recording logs and information on software bugs
- Familiarity with networking (TCP/IP), or Serial Communications
- Basic mechanical and electrical troubleshooting skills.
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