Software Support Engineer

Location:
Boston or Philadelphia
Date Posted:

Description

Biosero is looking for a Software Service Engineer to join our world-class technical support and service team to support professionally integrated, world-changing laboratory and industrial robotic automation systems being driven by our flagship Green Button Go scheduling software.  The successful candidate will work within a matrixed environment of field service engineers, applications scientists, and automation engineers to provide virtual and direct support to our customer base in North America and Europe.

Responsibilities

  • Work closely with all Biosero customers to support the Green Button Go (GBG) suite of software products.
  • Provide technical support, installation and acceptance testing, upgrade, and repairs of integrated GBG-controlled systems in laboratory and industrial accounts both remotely and on-site.
  • Troubleshoot GBG instrumentation drivers through analysis of error presentation and root cause analysis, including their communication with a variety of laboratory equipment and collaborative and mobile robotics.  
  • Support advanced problem solving and custom solutions development as a liaison between field service, software development, and systems integration teams.
  • Review, modify, and consult with customers on methods, scripts, and processes in Green Button Go and GBG plug-in modules.  Work with Biosero field applications scientists to define and establish customer workflows and methods.
  • Regularly write technical documentation including knowledge base articles, service notes, technical bulletins, and GBG driver documentation and user guides.  Maintain internal reference documents related to all Biosero products.
  • Conduct customer demos and training courses for installed systems as well as prospective customers and Biosero internal staff.
  • Administer and contribute to internal and customer facing GBG solutions knowledge base; author content, edit submissions, and maintain data and usage statistics.
  • Develop and deliver internal training to Biosero team members on technical topics and products.

Qualifications

  • Minimum 5 years’ experience in lab automation, scientific equipment integrations, and scheduling software in an Automation Engineer, or similar, role is required.
  • BS/MS in Life Sciences, Computer Science/Computer Engineering.  Experience in lieu of degree will be considered, preferably with background in lab automation and scheduling software.
  • Experience in Life Science Automation industry, as well as experience with a variety of analytical instrumentation is a strong plus.
  • Working knowledge of .net Framework and C# is required.
  • Knowledge of communication technologies (RS232, TCP/IP, CAN, etc.), and ability to debug networking issues.
  • Proven troubleshooter/problem solver with strong analytic skills and a determination to find win/win solutions.
  • Must be comfortable in role of subject matter expert and trainer to perform customer training and live software demonstrations.
  • Ability to work flexible schedule in support of multiple time zones, work at customer sites, and occasionally travel (up to 20%).
  • Strong customer service and customer relationship skills.
  • Ability to work independently, with excellent organization and time management skills with a core value of responsibility and accountability.
  • Skilled in written communication, including ability to clearly communicate technical topics in writing.
  • Valid driver’s license.
  • This is a field-based position, with preference for candidates located in the eastern United States.

Preferred Candidate Attributes

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