Field Service Engineer Customer Success · London ·

Level: 3
Salary band:£40,000 - £50,000Bonus:5%performance-based, discretionaryHybrid

AtAutomata,we're on a missionto 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. OurLINQplatform 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:We invest in our people. Whether through hands-on experience, professional development, or collaborative projects, you’ll grow both professionally and personally.
• Community: Join a diverse, passionate team thatvalues collaboration(golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).

We are looking for a Field Service Engineer whose mission is to be the tip of the spear as a senior deployment and field service for Automata’s LINQ automation platform. You will be amongst the first EMEA hires in a new facility and will be in the position to leverage your experience to help shape the customer process and team. You will be at the center of every EMEA 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 Service Engineer you will be responsible for ensuring customer success in all aspects of build, maintenance and support, bringing your experience to the team and helping ensure a delightful customer journey with the LINQ platform.

In this role you will be responsible for

• Be the senior engineer responsible for complex field issues and coordination with customer success teams for deployment of LINQ solutions, oversee European facility builds
• Troubleshoot, repair and maintain all aspects of the LINQ product on-site and within the European build facility, completing deployment through to long-term preventive maintenanceof customer systems
• Help build 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
• Work closely with UK colleagues to ensure a high-bar for customer satisfaction and consistency where possible globally
• Participate in the project lifecycle for customers, including developing customer documentation, FAT/SAT success and training as-needed on the LINQ product.

What it takes

• 3 - 5+ years of experience in a field services role within the life sciences industry
• Prior experience servicing, training or deploying solutions for techniques such as chromatography, liquid handling, flow cytometry or mass spectrometry
• Proficient technical expertise, capable of performing root cause analysis on hardware or software challenges and resolving them with a customer-facing presence
• Demonstrated success helping to grow new organisations/teams, building processes and 'filling the gap' when required
• Strong self-starter with the ability to learn and develop proficiency with limited oversight or guidance
• Willingness to travel as-needed for customer projects and support, up to 80% with the potential for international travel
  

Nice to haves

• Highly preferred: Located in London or willing to travel 80% of your time to London and willingness to work on-site during key builds
• Bachelors or advanced degree in relevant field (e.g. Biomedical, Bioengineering, Electromechanical or related Engineering)
• Experience as a lab automation engineer or servicing lab automation departments

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.

We are looking for someone who lives and breathes customer success and is passionate about solving complex lab automation and scientific workflow challenges. The ideal candidate will bring a sense of pride and steadfast resolve to their work with a relentless focus on customer success. As the team grows, so too will the responsibilities and opportunities for the person in this role if they desire.

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.

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, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.

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