Field Service Manager - US



Posted on Friday, March 29, 2024

Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.

We work with labs across the world to understand their specific workflows and needs and develop personalised solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialised workflows, in a fast, flexible, and cost-efficient way.

We’re looking for a Field Services Manager 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 centre of every US customer 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 at Automata?

As the Field Service Manager for US you will report into the VP 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.

You will be responsible for:

  • 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

  • Supporting 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% including international travel

Attributes we’re looking for:

  • Customer Focus

  • Takes Initiative

  • Communication

  • Accountability

  • Resilient

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?

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.

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 create a vision for the future of this function and work collaboratively across the company to see it achieved, while building the team in a hands-on capacity as Automata's customer base grows.