Automation Support Engineer

The embedded Automation Support Engineer 1 or 2 will be based at a HighRes customer site,

Regeneron, 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 :

Required Qualifications

Desirable Qualifications

Additional Information