Job Details: - Job Location: Beverly, MA (CompanyOffice-US-MA-01915-01) - Salary Range: $90,000.00 - $120,000.00 - Work Location: US – Remote - Location: East Coast Our Company - HighRes Biosolutions is the leading global provider of laboratory automation solutions. - Our products and people empower scientists with comprehensive, automated laboratory workflows, thereby creating data factories that connect instrumentation with informatics worldwide. Position-specific details - We are seeking a remote Automation Support Engineer II located within the East Coast area. - The ideal candidate will serve as the primary point of contact for our customers' robotics systems, focusing on case management for both software and hardware. - The expectation is that you are a fast-learning and curious individual who loves troubleshooting and provides excellent customer service. - You should be able to work independently and cross-functionally, switching between discussions with our internal teams and your customers. - The ideal candidate will be able to grow with the company and develop their skills over time. - This is an exciting opportunity to have a real impact, supporting our customers in operating their automation platforms. - You will collaborate with multiple teams to develop solutions for your customers' diverse issues. - You'll be the face of HighRes for your assigned customer base. - Having a polished and professional communication style is essential! - This is a fantastic opportunity for someone passionate about the intersection of life sciences and robotics. - Work will be performed remotely, in the office, and at customer sites. - Domestic travel is required for this role, around 30%. - International travel is unlikely but still possible. - Current driver's License, Passport, and personal transportation are preferred. What you will be doing: - You will be trained to help you become capable and confident in performing the following: - Improve customers' daily experience with our platforms that contribute to human health discoveries - Build strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical audiences - Manage a customer base within the West Region 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 through ownership from initial diagnosis to completion - Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more - Debug and deploy code for integrating laboratory automation devices - Troubleshoot 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 - Perform system upgrades, software updates, and configuration changes while validating functionality and minimizing operational impact