HighRes

Job DetailsLevel: ExperiencedJob Location: Remote-US-TX - N/A, TX 00000Position Type: Full TimeEducation Level: 4 Year DegreeSalary Range: $79,621.00 - $180,000.00 SalaryField Service Engineer II - Midwest Regional The Field Service Engineer II position at HighRes Biosolutions is the primary role responsible for installation, maintenance, troubleshooting, and repair of systems and devices at customer sites. This position specializes in the hardware aspect of our products, coordinating with the Automation Support Engineer role (which focuses on software and configuration) for comprehensive support of the products. RESPONSIBILITIES Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms. Deploy and calibrate robotic systems at customer sites. Provide rapid response to customer support requests; initiate troubleshooting and triage of customer-reported product issues. Complete accurate and timely documentation of support case issues, activities, and resolution. Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites. Train customers on the routine operation of devices and perform basic Cellario software training. Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory. Regularly author service documentation and contribute knowledge base articles for technical support, servicing & troubleshooting techniques. Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes Customer Service. Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery. Occasional coordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier-2 and tier-3 issue resolution. Manage and maintain field service spares and a service inventory accurately. KEY SKILLS Has completed and is skilled in all aspects of Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises. Works independently to solve technical issues on HighRes products and demonstrates clear application of training and competency in problem-solving. Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution. Collaborates with senior Customer Service team members and Customer Service management to escalate and report product and service quality issues. Strong written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels. Organized and self-managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation. Demonstrates strong customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor. QUALIFICATIONS A bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of a degree is required. Typically, a minimum of 2 years of direct experience in a field service or customer-facing support role, with a preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service. In-house automation support/engineering experience will also qualify. HVAC/cooling/environmental experience, as well as control software/firmware, computer communications (TCP/IP, RS232), and object-oriented programming experience are advantages, but not required. Knowledge of Computer communications (TCP/IP, RS232). Ability to travel weekly to customer sites, with overnight domestic travel (40-55% in senior, 60 -80% in level II role) and potential, occasional international travel required. Valid driver’s license.

Job DetailsJob Location: Remote-US-CA - N/A, CA 00000Position Type: Full TimeCompany Overview HighRes is a Beverly, Massachusetts–based life sciences lab automation company that partners with biotech, pharma, and research organizations to implement intelligent laboratory workflows, combining hardware, software, and services to make scientific work more efficient and reproducible. Its platform focuses on automating and orchestrating lab operations—from liquid handling and robotic systems to workflow software such as Cellario—supporting use cases including drug discovery, genomics, and other high-throughput research. Position Summary We are seeking a remote Automation Support Engineer II in San Diego, CA, or its surrounding areas to 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. Responsibilities 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 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 the documentation and continuous improvement of our processes Required Qualifications 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 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 Preferred Qualifications 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 in recording logs and information on software bugs Familiarity with networking (TCP/IP), or Serial Communications Basic mechanical and electrical troubleshooting skills. Additional Years of Work Experience or Industry Exposure