Staff Field Service Engineer

Company: Automata
Location: Boston
Posted on: February 1, 2025

Job Description:

: 5: $150,000 - $180,000: 10% performance-based, discretionaryHybridAt Automata, to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences-from diagnostics and drug discovery to synthetic biology.But we're more than just a company disrupting the industry-we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.Why Work at Automata?

• Impact: Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.
• Innovation: You'll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting-edge technology (we have robots).
• Growth: . Whether through hands-on experience, professional development, or collaborative projects, you'll grow both professionally and personally.
• Community: Join a diverse, passionate team that (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).Automata is a leading robotics and automation company powering the laboratories of the future. Our mission is to unlock labs' space, people, and potential through automation hardware and software.Our lab automation technology is efficient, scalable and reliable and effectively carries out routine tasks, to free up scientists to work on innovative research.We meet labs where they are on their automation journey, and are the trusted partner to customers including trusts within the NHS, bit.bio and The Francis Crick Institute. We are also supporting advancements across Core Testing Labs, Academic Institutes, CDMOs, Pharma's and Biotech's.We are looking for a Staff Field Services Engineer whose mission is to lead the deployment and field service for Automata's LINQ automation platform. You will be the first US hire in a player-coach position to build out the team alongside customer demand. Your team 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.Why is this role important for Automata?As the Field Services Manager for US you will report into the Director of US Customer Success, partnering together to build and establish the function within the US. You will be responsible for shaping the direction of the field service, deployment and support process at Automata alongside other senior team members building their departments.In this role you will:
• Develop and implement a scalable strategy across the areas of field service, deployment engineering and support, in collaboration with the UK.
• Lead 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.
• Act as a key point of contact for all complex field issues and coordination with customer success teams for deployment of LINQ solutions, oversee US-Boston facility builds.
• Support the project lifecycle for customers, including developing customer documentation, FAT/SAT success and training as-needed on the LINQ product.What it takes:
• 7+ years of experience in a field services role within the life sciences industry.
• 3+ years of direct management experience, including remote employee management.
• Demonstrated success in building highly successful field service organizations and overseeing complex multi-system deployments in the lab.
• Proficient technical expertise, capable of performing root cause analysis on hardware or software challenges and resolving them with a customer-facing presence.
• Willingness to travel as-needed for customer projects and support, up to 75%.
• Experience in start-up environments.
• Located in greater Boston (US HQ).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.
• Experience overseeing global help desks, implementing 24x7x365 coverage models.
• Experience with third party servicing organizations, outsourced support coverage.What gets us excited?We're passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.Automata is transforming the way labs work with open, integrated automation. Our mission is to unlock the potential of labs and the potential of the people who work in them.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 value.:
  • Healthcare: Competitive healthcare for you and your family.
  • 401k: We offer a 401(k) retirement savings plan.
  • Well-being budget: Invest in your own well-being, personal growth, and hobbies.
  • Holiday: 30 days + 8 public holidays.
  • Additional leave days: Time off for dependents, 'Me days', birthdays and volunteering days off.
  • Birthday trees: Planting a tree for every employee on their birthday, every year.
  • Paid sick leave: 10 days paid sick leave to stay home and focus on rest and recovery.
  • Mental health support: Access the therapy for you and your family through .
  • Career progression frameworks: Each department & discipline has a progression framework.We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.
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Keywords: Automata, Newton , Staff Field Service Engineer, Engineering , Boston, Massachusetts