NationalLead(Automation)

## Accountabilities Serve as a technical subject matter expert in laboratory automation systems, providing Level II and Level III support for complex customer and field service issues. Lead root cause analysis and resolution of escalated technical cases to ensure timely and effective closure. Oversee installation readiness and site assessments, ensuring customer facilities meet technical and operational requirements prior to deployment. Develop, refine, and implement service strategies, technical standards, and best practices to improve customer satisfaction and operational efficiency. Provide technical training and capability development to field service teams and customers to strengthen overall technical proficiency. Lead cross-functional coordination with sales, service, and internal technical teams to resolve installation and performance challenges. Evaluate service performance data, including parts usage and escalation trends, to support inventory optimization and process improvements. Act as a key liaison between customers and internal stakeholders, ensuring clear communication, issue resolution, and continuous improvement. Participate in field observations, performance reviews, and talent development discussions to support service team effectiveness. Requirements: Associate’s degree required; Bachelor’s degree preferred in a technical or scientific field. 4+ years of experience working with laboratory instrumentation or diagnostic systems in a field service or technical support capacity. Strong expertise in laboratory automation systems and related diagnostic technologies. Experience in technical troubleshooting, root cause analysis, and customer-facing service environments. Ability to lead mid-sized technical projects and coordinate across multiple stakeholders. Strong communication skills with the ability to present complex technical information to diverse audiences. Experience in field service, medical technology, or laboratory environments is highly prefe