• 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; initiate 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 the 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 territory. • Regularly author service documentation and contribute knowledge base articles for technical support, servicing & troubleshooting techniques. • Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes Customer Service. • Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery. • Occasional coordination 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.