Field Service Engineer, Italy

Field Service Engineer - Italy (Field Based)

As a Field Service Engineer here at Illumina, you will partner with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth, support instrument uptime, and customer satisfaction.

It is essential to have a valid driving license within Italy with the flexibility to travel up to 80% across the region. It is essential for the successful candidate to be living in Italy, preferably you will be living in the Rome or Naples area however we are willing to consider other locations in Italy. Fluent language skills in both English and Italian are also essential.

Closing date for applications: Friday 5th April 2024

Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!

The Role

This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Responsibilities

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Utilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, Junior engineers, colleagues and contractors.
• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels and control accuracy of service parts to promote first time fix
• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services
• Provide effective problem resolution assistance to subsidiary or distributor support
• Represent the company professionally, ethically, and morally at all times.
• Remain compliant with administrative responsibilities and business rules.
• Executes Qualification and Validation Products at customer sites
• Demonstrates knowledge when working in regulated environments
• Coordinate new installations and participate in large-scale installations, that require facility inspections and instrument validation.
• Assist in departmental project teams; work collaboratively to advance project plans

Requirements

• Relevant experience as a Field Service Engineer, ideally gained within the Medical Devices sector
• Previous handling of Optics and Lasers
• Experience with Linux OS environment preferable
• experience with networked systems an IT in general preferable
• Willing to travel 80%
• Fluent English and Italian language skills
• Excellent commercial skills

What Can You Expect

Our team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

INDEUR