Our client is a leading global laboratory automation company offering instruments as well as a most robust laboratory software, enabling researchers to immediately adapt and re-adapt to their science, technology, and organization.
To further support the company’s strong business growth, we are seeking a
Senior/Level 2 Automation Support Engineer, Germany/Austria/Switzerland (m/f/d).
Your customers will be mostly pharmaceutical, biotechnology and occasionally academic researchers, seeking to create data factories, connecting their instrumentation with informatics for unprecedented levels of productivity in drug discovery, high-throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science, molecular diagnostics, and more applications.
You will be responsible for software installation/updates, and further maintenance, troubleshooting and occasionally – if necessary in front of the instrument – repair of automation system at customer sites. The position is specialized on the software and integration aspects of the products, coordinating with hardware-focused Field Service Engineers for full coverage support of the products.
Most of the work can be done remotely; specific activities , ~30%, require travel within the territory.
You are home-office based, ideally in or south of Frankfurt (e.g. Heidelberg, Freiburg, Munich), or close to another international airport.
After having received an in-depth training on the products you will work in a dynamic, international team, reporting to the Regional Customer Support Manager, Europe.
The position offers an attractive and competitive salary package including insurances, car allowance, home office equipment, etc.
Key responsibilities:
- Deploy and calibrate robotic systems incl. device updates, system upgrades, and relocations at customer sites.
- Train customers on routine and advanced operations of software and automation systems.
- Troubleshoot and, if necessary, maintain / repair a range of devices, systems, and automation platforms, regularly utilizing virtual and remote technologies.
- Mentor and train Junior-level Automation Support Engineers; contribute to overall professionalism and service delivery excellence of Customer Service.
- Collaborate with hardware-focused Field Service Engineers.
- Develop customer relationships proactively; provide rapid response to customer support requests.
- Self-organize scheduling, achieve tasks and objectives in a timely and customer-focused manner: bug/issue tickets; code reviews, etc., prioritize product issues.
- Manage and maintain software and device driver documentation and packages; write tools and scripts to automate repetitive tasks.
- Regularly co-ordinate with software development, commissioning, and product teams to achieve tier-2/tier-3 issue resolution.
Requirements:
- Bachelor’s degree in computer science, robotics, or biomedical engineering; or science degree with direct experience in software or automation engineering.
- Ideally, 3 years plus experience - field based or in-house - in a technical support or customer-facing support role.
- Preference for experience in scheduling software, laboratory automation software and drivers, robotics, or laboratory instrumentation integration and software.
- C#, JAVA, C++ or other object-oriented programming.
- Experience with JIRA, GitHub or similar software development applications, communication protocols; relational databases are advantageous.
- Work independently and proactively.
- Fundamental written and oral communication at multiple organizational levels.
- Valid driver’s license; travel up to 30%, incl. overnight stays.
Interested in this position? We look forward to receiving your questions, or your application!
Dr. Astrid Bruynck Gustav Kichler
E: ab@search-notchdelta.com E. gk@search-notchdelta.com
T: +49 - 7665 - 947 4843 M: +43 - 699 - 1390 9554
NotchDelta Recruiting & Consulting
www.notchdelta.com
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