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HighRes Biosolutions Support Product Manager in Beverly, Massachusetts

We are searching for a Support Product Manager to support our team of field engineers servicing our expanding install base of laboratory automation platforms. You will be responsible for product serviceability, all support aspects of new product releases, service documentation, support training programs, and case escalation management, requiring a professional, customer-centric approach combined with excellent problem-solving and technical skills.

You will have the opportunity to partner with Field Service Engineers, Automation Support Engineers, and Field Applications as well as Software & Robotics Engineers, Software and Product teams to drive efficient customer support and customer satisfaction. This role is based in our Beverly, MA headquarters with occasional/infrequent travel and work at customer sites and HighRes offices in the US and Europe with global scope of responsibility.

  • Represent the needs of support in all product development and new product releases for HighRes Biosolutions’ hardware, software, and robotics products.

  • Develop and author technical documentation, service bulletins, and work instructions; translate internal technical information to field- and customer-facing documents.

  • Devise and maintain knowledge base articles and support tools.

  • Plan and coordinate software releases and hardware improvements with regional support managers for timely customer adoption.

  • Manage product quality- and safety-driven programs and customer satisfaction/reliability programs across a global customer base.

  • Develop and expand Field Service Engineer and Automation Support Engineer training program and technical content.

  • Coordinate training delivery, schedule courses, identify and recruit course instructors from the operations, development, and commissioning teams, lead courses as primary instructor, write and deliver course confirmation testing and certifications.

  • Act as internal SPOC in partnership with escalation owners and customer owners, for professional, timely, and effective resolution of support escalations; includes conducting internal escalation meetings, cross-functional root cause analysis, resolution and implementation planning, and solicitation and coordination of subject matter experts across multiple functional groups. Occasionally, implement and test resolutions at customer sites in complicated escalation situations.

  • Act as primary liaison and point-of-contact to represent Support in certification audits, complaint review/handling, case escalation and resolution, product recalls, and product release milestone evaluations.

  • Analyze support cases and filed-generated data to propose and coordinate continuous product improvement in partnership with development, engineering, and product teams.

  • Identify, document, and manage service spares for all products in partnership with product team. Devise and deliver obsolescent planning and obsolescence avoidance programs.

  • Bachelors degree in bioengineering, electromechanical engineering, software development or other scientific/engineering degree with life science or automation/robotics experience is required.

  • Minimum 5 years direct experience in field service, automation support, or product development/engineering. Preference for experience in laboratory or industrial automation products, robotics, laboratory scheduling software, or laboratory instrumentation. In-house automation support/engineering experience will also qualify.

  • Mature communication and interpersonal skills, with emphasis on teamwork and collaboration.

  • Excellent troubleshooting and diagnostic skills.

  • Strong written and oral communication skills.

  • Organized, project-driven approach with ability to manage multiple competing deadlines.

  • Work on-site at our Beverly, MA facility a minimum of 4 days per week is required.

  • Domestic and international travel up to 10%.

ID: 2022-1494

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Street: 102 Cherry Hill Drive