Sr. Field Service Engineer

Position Specific Details  

We are searching for an experienced Automation and Robotics Field Service Engineer to support our install base of laboratory automation platforms at the Spring House location of Johnson & Johnson. You will be an embedded FSE responsible for the installation, maintenance, and repair of hardware and device platforms at Johnson & Johnson and be key to the adoption and ongoing utilization of HighRes Biosolutions platforms and products, requiring a professional, customer-centric approach combined with excellent problem-solving and technical skills. You will have the opportunity to partner with Automation Support Engineers, Field Applications, Software & Robotics Engineers, and Account Managers to drive customer satisfaction and customer success. This role is an embedded position based in Johnson & Johnson Spring House. 

HighRes Biosolutions is a revolutionary laboratory automation leader committed to improving human health through life science robotics. Our technologies enable scientists to develop life saving medicines, treatments, and therapies while maximizing resources and increasing output. At HighRes, we foster innovation, embrace diversity and value the opportunity to hear every team member’s voice, ideas, and input, contributing to our continued success. 

What you will be doing 

• 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, initiating 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 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 account. 

• Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques. 

• Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery. 

• Occasional co-ordination 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. 

Your knowledge, skills and attributes 

• Bachelors degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of degree is required. 

• Minimum 4 years direct experience in a field service or customer-facing support role, with 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. 

• Mature customer service skills. 

• Excellent troubleshooting and diagnostic skills. 

• Strong written and oral communication skills. 

• Organized and capable of self-management. 

• Ability to travel for training classes. 

• Able to lift 70 pounds 

• Valid drivers license. 

About HighRes 

We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable, and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.