National Lead (Automation) [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a National Lead (Automation) based in the United States.

This role serves as a senior technical authority within laboratory automation, combining deep subject matter expertise with leadership across field service and customer support teams. You will act as a key driver of service excellence, ensuring the successful deployment, optimization, and support of advanced diagnostic automation systems used in critical healthcare environments. The position blends hands-on technical troubleshooting, strategic service design, and cross-functional leadership across sales, service, and internal engineering teams. You will influence customer experience and operational outcomes by improving system reliability, installation readiness, and issue resolution processes. The environment is highly visible, customer-facing, and travel-intensive, requiring strong communication and decision-making under pressure. This is a leadership-oriented technical role ideal for someone passionate about elevating service performance at scale.

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 preferred.
• Ability to travel up to 50–75% and work in a remote, field-based role with high customer interaction.
• Strong leadership mindset with ability to influence without direct authority and support team capability development.

Benefits:

• Competitive base salary range of $86,700 – $173,300 depending on experience and location.
• Comprehensive medical, dental, and vision coverage with strong employer support.
• Retirement savings plan with employer contributions.
• Tuition reimbursement and education assistance programs.
• Career development opportunities within a global healthcare organization.
• Travel opportunities (up to 75%) across diverse customer and clinical environments.
• Employee wellness programs and access to broad health benefits supporting work-life balance.
• Opportunity to work on high-impact diagnostic technologies that directly support patient care worldwide.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.