Field Service Engineer - US

at  Automata

Level: 4
Salary band: $125,000 - $152,000
8% bonus (annual & discretionary & performance based)
Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.
We work with labs across the world to understand their specific workflows and needs and develop personalised solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialised workflows, in a fast, flexible, and cost-efficient way.
We are looking for a Field Service Engineer whose mission is to be the tip of the spear as a senior deployment and field service for Automata’s LINQ automation platform. You will be amongst the first US hires in a position to leverage your experience to help shape the customer process and team. You will be at the center of every US project, responsible for assembly of both Automata and 3rd Party hardware solutions as well as the overall maintenance and reliability after deployment.

NICE TO HAVES:

• Highly preferred: Located in greater Boston (US HQ) and willingness to work on-site during key builds
• Bachelors or advanced degree in relevant field (e.g. Biomedical, Bioengineering, Electromechanical or related Engineering)
• Experience as a lab automation engineer or servicing lab automation departments
  ?
  We’re passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.
  We are looking for someone who lives and breathes customer success and is passionate about solving complex lab automation and scientific workflow challenges. The ideal candidate will bring a sense of pride and steadfast resolve to their work with a relentless focus on customer success. As the team grows, so too will the responsibilities and opportunities for the person in this role if they desire.
  If this sounds like a good fit and has ticked the right boxes, you will love having the opportunity to build something that immediately adds values.

WHY IS THIS ROLE IMPORTANT AT AUTOMATA?

As the Field Service Engineer for US you will report into the Director of US Customer Success during initial team build out. You will be responsible for ensuring customer success in all aspects of build, maintenance and support, bringing your experience to the team and helping ensure a delightful customer journey with the LINQ platform.

YOU WILL BE RESPONSIBLE FOR:

• Be the senior engineer responsible for complex field issues and coordination with customer success teams for deployment of LINQ solutions, oversee US-Boston facility builds
• Troubleshoot, repair and maintain all aspects of the LINQ product on-site and within the Boston build facility, completing deployment through to long-term preventive maintenance of customer systems
• Help build and mentor a team responsible for the front-line success of the LINQ platform in all facets of hardware operations, ensuring high platform reliability, workflow success rates and excellent support experiences
• Establish the US process (alongside US team members) for servicing customers, working closely with UK colleagues to ensure a high-bar for customer satisfaction and consistency where possible globally
• Participate in the project lifecycle for customers, including developing customer documentation, FAT/SAT success and training as-needed on the LINQ product

What it takes:

• Experience in a field services role within the life sciences industry
• Prior experience servicing, training or deploying solutions for techniques such as chromatography, liquid handling, flow cytometry or mass spectrometry
• Proficient technical expertise, capable of performing root cause analysis on hardware or software challenges and resolving them with a customer-facing presence
• Demonstrated success helping to grow new organizations/teams, building processes and ‘filling the gap’ when required
• Strong self-starter with the ability to learn and develop proficiency with limited oversight or guidance
• Willingness to travel as-needed for customer projects and support, up to 75% with the potential for international travel