United States onlyThe Onsite Field Service Engineer will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems. Provides feedback to Manager and identifies opportunities to promote efficiency in day to day operations. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. Delivers technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems. This role requires troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across in-district Service and Support teams.
Responsibilities:
Proficient at installation, repair and maintenance of Illumina platforms
Troubleshoot a wide variety of complex customer reported problems
Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
Responsible for completing post repair/install validation runs as required on all platforms
Manage all administrative tasks (SFDC case management) in a quality manner and within the established guidelines, making suggestions and changes when needed
Independently manage account, build and help strengthen customer relationships
Schedule and perform equipment upgrades and new installations
Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
Responsible for escalating repairs as needed and primary point of contact for escalation related activities
Running reports on instrument failures and using data to proactively service instruments in order to avoid costly downtime
Lead regular meetings with site personal reporting out metrics related to instrument performance, downtime etc.
Partner with NSST and product support for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts)
Responsible for communicating and overseeing any rotational support locally or from other regions
Resource to assist other SSE’s in troubleshooting complex issues
Provide additional onsite training/support to other SSE’s to further develop their skill sets
Identify opportunities for gaining site efficiencies which will promote a decrease in mean time between repair and increase instrument uptime
Ensure proper inventory levels of service parts and make changes as needed
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
Requirements:
BS in Electrical/Electronic Engineering, Biomedical Engineering, Mechanical Engineering, Bioengineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable experience
2-6 years relevant experience or direct experience servicing our products
Must be highly motivated and have problem-solving ability
Ability to operate as an independent contributor and as a cooperative member of a team
Excellent verbal and written communications skills
Biotechnology/Biomedical industry knowledge, or applicable military experience
Demonstrated experience using electronic troubleshooting equipment; e.g. DVM, Oscilloscope, etc
Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
Technical knowledge of computer hardware, Windows OS, and networking
Planning, scheduling, and prioritization skills
We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
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