Onsite Field Service Engineer

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

The 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