Support Automation Engineer

Job Description
About the Role:

We are seeking an exceptional candidate to serve as an Support Automation Engineer for 10x Genomics Instrument platforms. This position acts as the escalation pathway for automation hardware service and support issues, as well as being a key contact for our OEM automation partners and customers. The primary goal of this position is to ensure our instrumentation lives up to the 10x standard to be truly transformative for our customers’ research.

What you will be doing:

Be the principal internal point of contact for Support issues with our Connect automation Customers
Manage resolution for phone and email Support requests from customers and global field support and service teams
Manage the escalation process for the most challenging Support issues.
Maintain positive Customer relations while resolving Support issues.
Gather and deliver field failure data, strategic and competitive information and customer feedback to internal Product Development, Quality and Product Management teams.
Prepare and revise Support Content for the automation products throughout the product life cycle.
To be successful in this role, you must have:

BS with 5 years of experience, MS with 3 years of experience in Automation, Biological, Mechanical or Electrical Engineering in a High Tech or Biotech instrumentation company.
Experience with Service and Support for automated robotic platforms used in Life Science research and production a strong plus
Excellent analytical, problem solving and interpersonal skills required
Outstanding written, verbal communication and training skills are a MUST
Willing to travel up to 25%, International and Domestic
Nice to have skills & background:

Secondary experience with Genomics highly desirable
Experience in Customer-facing roles strongly preferred
Illumina NGS, Cell culture, cell sorting, single cell PCR or RNAseq experience desirable

About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

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