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User Group Meeting

Technical Support Manager

Title: Technical Support Manager
Reporting to: Director of Client Services

Job Duties:
Velocity11’s top corporate priority is creating Raving Velocity11 Fans through exceptional service and unflagging attention to the customer’s needs. The Technical Support Manager creates and manages the Technical Support Group. The Technical Support group is the primary advocate for the customer and is the main point of technical support for Velocity11’s Field Service Engineers (FSEs) in the US and Europe and throughout the world.

This job is based at Velocity11’s corporate headquarters in Menlo Park, California..

• Strategic Organization 
- Identifies current weakness in the system and streamlines processes in the Service Center to increase
  efficiency, lower costs, reduce confusion, and enable growth 
- Strategically defines, builds, and manages the Technical Support Team in keeping with Velocity11’s
   Corporate Goals and the goals of Velocity11’s Service Center 
- Evaluates new technologies to decrease call waiting and time to resolution, lower costs, and expand
   coverage

• Customer Relations 
- Maintains a friendly, helpful, energetic, and honest attitude with customers at all times 
- Safeguards customer confidentiality & earns customer trust 
- Communicates with third-party integrators about service concerns with their customers 
- Triages touchy service cases and works towards resolution (escalating when necessary)

• Communication 
- Strategizes with appropriate operations, engineering, and applications teams to alleviate recurrent technical
   and application problems and communicate solutions to the service team 
- Solicits customer feedback on quality and functionality of Velocity11 products and disseminates information to
  the appropriate Product Manager 
- Reports regularly to Director of Client Services as to status of customers and technical problems 
- Designs, implements and executes upgrade and recall plans 
- Organizes publishes service procedures and service bulletins and disemmi

• Documentation & Training 
- Develops, organizes and executes training programs and materials for user, service, and maintenance
   procedures 
- Investigates and implements new technologies for distance education 
- Teams with Tech Pubs and FSEs to develop and execute a system for creating service manuals, service
   procedures, and service bulletins 
- Identifies and fulfills support and training needs of the FSEs

• Human Resources 
- Oversees the management duties of the technical support team 
- Provides feedback, motivation and correction to Velocity11’s Technical Support personnel and coordinates
   hiring, firing, training, and professional development of employees 
- Develops annual staffing needs with the Director of Client Services 
- Respects and promotes Velocity11’s Corporate Priorities and Velocity11’s Commitment to Service 
- Participates in Service Managers meetings 
- Signs time sheets, approves PTO, assures for adequate coverage

• Service Cases 
- Responds to technical questions via the service (800) number and emails to the Service Center 
- Troubleshoots with caller to determine nature of problem. Refers case to FSE if an on-site visit is necessary. 
- Escalates service cases as appropriate to production or engineering groups, and assists in resolution of
  those problems 
- Updates Service database with service call information

• General Administration 
- Manages service element of the IT database 
- Coordinates service on third-party and component instruments with appropriate vendors 
- Ships parts and support material to FSEs and customers

Requirements
• Unparalleled and unquestionable commitment to the customer
• 5+ years experience in a customer support role with a high tech organization
• Start up or small business experience a plus
• Understanding of necessary procedures for a service center and the initiative to implement them
• Bachelor’s degree in Engineering or Life Sciences (all disciplines considered)
• Excellent English communication skills—oral and written
• Excellent planning, organizational, and decision-making skills
• Vision to grow with the Service team and to implement constructive change
• Drive to learn new skills and material
• Proven ability to multi-task and work with interruptions
• Proven ability to work effectively and cheerfully under stress and exhibit business acumen to handle
   unplanned events & respond in a timely manner
• Thorough knowledge of common office software (MS Office/Acrobat/Windows/relational databases)

We provide a competitive salary and benefits package, including stock options and 4 weeks of paid time off per year.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers with the Ultimate Automation Experience™ to: jobs@velocity11.com

We are an equal opportunity employer.

New Racks Expand Labware Loading Flexibility ...

Velocity11 (Menlo Park, CA), an innovator in automation technology solutions for life science laboratories, has expanded the range of Labware Racks available for its popular BenchCel® Microplate Handling System and VStack® Labware Stacker.

Integrated Systems Sales Specialist

Integrated Systems Sales Specialist
Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the best example in the laboratory automation field by enabling laboratory productivity and providing our customers with the Ultimate Automation Experience™.

The successful candidate for this position will bring a background in life science and laboratory automation systems. The Systems Specialist is a key player who directly interfaces with Sales Managers, Applications, and Marketing to support the pre-sales activities for our laboratory automation Systems solutions.

Responsibilities:

• Review customer requirements with Sales, Marketing, and Applications to submit recommended proposals to customers
• Act as a technical liaison between sales and applications and assist with hand off to manufacturing once order is obtained
• Provide customer and sales representatives with technical product advice during pre-sales activities
• Assist Field Applications writing processes for the proposals such as Quality Control
• Assist in writing applications notes, gathering data, and giving presentations to customers
• Maintain an outstanding knowledge of the company’s products and services from a technical/functional expertise

Other requirements:

• Must possess a Bachelor’s, Master’s, or PhD. In a Life Science discipline
• Current experience in Life Science research automation, laboratory methods, terminology, and applications
• Proficient in MSword, Excel, & PowerPoint
• Ability to travel for work (up to 40% of the time)
• Excellent written & verbal communication skills
• Self-motivated, with demonstrated success working independently or in a team-oriented environment

Velocity11 offers a competitive salary and benefits program including base and commission, pre-IPO stock options, and 4 weeks of paid time off.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers with the Ultimate Automation Experience™ to: jobs@velocity11.com

We are an equal opportunity employer. Principals only, no phone calls, please.

New Racks

28th JUNE 2007

New Racks Expand Labware Loading Flexibility ...

Velocity11 (Menlo Park, CA), an innovator in automation technology solutions for life science laboratories, has expanded the range of Labware Racks available for its popular BenchCel® Microplate Handling System and VStack® Labware Stacker.

Now, Velocity11 will offer three different labware rack types to best suit the diverse application needs of its customers. The existing economy rack will continue to be supplied as standard equipment on the BenchCel® Microplate Handling System and VStack® Labware Stacker. A new slot-style rack will be optionally available in four sizes (tall, standard, small and extra-small). The slot-style rack has been designed to allow users to simply load a stack of ANSI compliant labware (microplates, lidded microplates, tube racks and disposable tip boxes) by sliding them in from the top of the rack down in a continuous path.

Additionally, a new front opening door-style premium rack will be available in two sizes - standard and extra small. For users who want to avoid lifting labware above the top of a rack, the door-style rack features easy front loading even while attached to the BenchCel® Microplate Handler or VStack® Stacker. Users can choose to load labware either by using the opening-door feature or load as with the slot-style racks. The front door mechanism has a positive locking feature to ensure the labware is held securely. The door-style rack in extra-small size is ideal for instruments placed in safety hoods, where access for loading labware is limited and taller racks will not fit due to the height limitation of the hood. All three rack styles work with Velocity11 products in a forward or reverse position, so racks can be conveniently accessed for instruments that are positioned away from users.

The latest R-Series BenchCel Microplate Handler is a robust benchtop microplate handling system that delivers the speed and precision of much larger and more expensive automation platforms. The R-Series BenchCel Microplate Handling System features a unique high-speed plate shuttle that accesses the integrated microplate stacks and peripheral instruments. Even the smallest R-Series BenchCel Microplate Handler can support three peripheral instruments allowing customers to create highly configurable Workstations that combine a broad range of functionality, including barcode labeling, microplate sealing, plate reading, centrifugation as well as sophisticated liquid handling using Velocity11 or third-party peripherals. Users can choose from 2, 4, or 6-labware rack instrument configurations, and from four different sizes of removable racks with capacities of 15 to 70 standard microplates.

The VStack® Automated Plate Stacker is a sophisticated device for dispensing and receiving microplates from robotic systems. The VStack Labware Stacker provides the compact size and speed demanded in today's automated systems. The VStack Stacker can be ordered with the standard-equipment rack, the slot-style rack, or the door-style rack for convenient access to plates. Its versatile design accommodates all types of microplates as well as pipette tip boxes and pin tools. Designed to hold a single type of plate per run, the VStack Stacker's compact size allows for multiple stackers to be used in your system, increasing the speed and efficiency of your automated protocols.

Since 1999, Velocity 11 has combined innovative engineering with high standards of quality and customer service, to design and manufacture flexible high-performance automation systems and instruments for applications that include medium to high throughput screening of cell-based and enzyme assays, ELISA, plasmid and sequencing preparation, PCR clean-up, solubility, and more.

Software Development Engineer

Software Development Engineer
Location: Menlo Park, CA

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. We’re placing a major emphasis on growth by expanding our ranks with an energetic and qualified Software Development Engineer. Help us become the standard in laboratory automation by providing our customers with the Ultimate Automation Experience™.

We are seeking a Software Development Engineer to join our outstanding Software Development Team. The ideal candidate will be self-motivated, with the ability to work comfortably on both individual- and team-oriented projects.

Field Service Engineer: West Coast, North America

Field Service Engineer: West Coast, North America

Reports to: West Coast Service Manager

Company Description
Velocity11 is a technology company conceiving, creating, and delivering pioneering automation solutions for research that is revolutionizing the life sciences industry. We succeed in this growing, competitive, multi-billion dollar market by creating loyal and happy customers through innovative products and world-class customer support. We offer competitive compensation, excellent benefits, upside potential, and the challenge and reward of working in a growing, energetic, team-oriented, early stage company.

Velocity11 invites capable and motivated individuals to join our team.

Job Description
This job is a field service position, traveling to customers’ sites to diagnose and repair machines.
The job base is in Menlo Park, CA, with last minute, overnight travel to other West Coast locations as necessary. When not in the field, job includes repairing machines in Velocity11’s Service Depot in Menlo Park.

Customer Focus
As a Velocity11 Service Engineer, your responsibilities are much more than keeping machines running. You are responsible for the overall success of Velocity11 equipment at the customer’s site.

Customer management duties include:
• Regular interaction with users to ensure a positive experience with Velocity11 equipment
• Communication with users and system administrators to report machines status
• End user and administrator training

Technical Focus
Service to Velocity11’s suite of robotic equipment necessitates knowledge of a wide range of subjects including servo controls, stepper motors, electronics, pneumatics, optical sensors, and control software using Windows operating systems.

Technical job duties include:
• Telephone troubleshooting
• Mechanical, electrical, and software support
• On-site problem diagnosis, preventative maintenance, upgrades, and installations
• Site schedule for preventative maintenance and equipment installations
• Timely updates to the service and client databases
• Timely submission of expense and service reports
• Writing service procedures (repair, installation, PM, troubleshooting)
• Keeping accurate inventory counts of personal stock
• Providing regular updates on client status with account coordinator and sales manager
• Continual education of Velocity11’s products through user guides, service manuals, and training classes
• Communication with Velocity11’s Manufacturing and Engineering teams to solve recurrent problems; and communication with our Sales and Applications team to ensure equipment meets the customer’s needs.

Qualifications:
• A BS in mechanical or electrical systems (or equivalent) with demonstrated hands-on experience servicing or building machines.
• Biotech experience is strongly desirable.
• Excellent English communication skills (verbal and written).
• Methodical troubleshooting skills and a deep desire to understand and solve underlying problems
• Excellent record-keeping skills.
• Discipline to work away from company headquarters.
• Strong customer service mentality with unbounded enthusiasm for solving customer’s problems.
• Ability to handle customers successfully during challenging situations.
• Great personal initiative, sense of humor, and self motivation.
• Flexibility in work hours; and exceptional time management and organizational skills.
• Personal vehicle for service visits (Velocity11 provides mileage reimbursement).

We offer a competitive salary, benefits package, and pre-IPO stock options.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers the Ultimate Automation Experience™ to: jobs@velocity11.com. Please put “Service Engineer: West Coast” in the email subject line.

Helpdesk Specialist

Helpdesk Specialist

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the standard in laboratory automation by providing our customers with the Ultimate Automation Experience™.

We are seeking a Helpdesk Specialist to join our outstanding IT Team. The ideal candidate will be self-motivated, with the ability to work comfortably on both individual- and team-oriented projects.

Responsibilities Include:

Project Manager

Project Manager

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of
other scientific research and development applications. Help us become the standard in laboratory automation
by providing our customers with the Ultimate Automation Experience™.

We are seeking an experienced Project Manager to join our outstanding Product Development Team. A highvisibility
position, the Project Manager will report directly to the executive-level, and should have the ability to
contribute as a strong vertical integrator, leading cross-functional projects. The ideal candidate will be selfmotivated,
with the ability to work comfortably on both individual- and team-oriented activities.

Responsibilities Include:
• Manage the development of commercial products from program approval through transfer to volume
production.

• Facilitate a stronger project management discipline in the organization.

• Provide mentoring to technical and other staff in project management skill development.

Job Requirements:
• Demonstrated knowledge of project management tools and procedures.

• Demonstrated knowledge of people management skills, particularly influence management and conflict
resolution.

• Ability to coordinate the activities of others associated with projects including managers and individual
contributors.

• Thorough knowledge of product development, including balancing scope, time, cost, quality, and risks.

• General knowledge of operations, including scheduling, procurement, production, test engineering, and
quality systems.

• General knowledge of finance, including ability to read and understand financial data.

• General knowledge of marketing, including market research, pricing, communications and product
launch.

• Ability to understand, track, drill-down, and question activities and issues in all functional areas and
make sound business decisions based on that data.

• Ability to anticipate and manage the tasks and risks within each phase of the project.

• Demonstrated leadership, negotiation, influence management, and assertiveness skills.

• Strong attention to detail and follow-through skills.

• Exceptional organizational abilities.

• Proven ability to manage to deadlines and meet cost constraints.

• Demonstrated ability to communicate effectively at all levels within and outside the company.

Education Experience:
• Bachelor’s degree or equivalent in technical, science, or business discipline. MBA and/or PMP
certification is desirable.

• 5+ years of project management experience in analytical and life science systems or similar industries.

• Experience leading successful cross-functional projects to achieve business and technical goals.

• Excellent oral and written communication skills.

We provide a competitive salary and benefits package, including stock options and 4 weeks of paid time off per
year.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our
customers with the Ultimate Automation Experience™ to: jobs@velocity11.com

Project Manager

Project Manager

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the standard in laboratory automation by providing our customers with the Ultimate Automation Experience™.

We are seeking an experienced Project Manager to join our outstanding Product Development Team. A high-visibility position, the Project Manager will report directly to the executive-level, and should have the ability to contribute as a strong vertical integrator, leading cross-functional projects. The ideal candidate will be self-motivated, with the ability to work comfortably on both individual- and team-oriented activities.

Responsibilities Include:

• Manage the development of commercial products from program approval through transfer to volume production.
• Facilitate a stronger project management discipline in the organization.
• Provide mentoring to technical and other staff in project management skill development.

Job Requirements: