Sr Field Service Partner

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. Senior Field Service Engineer – South Africa Senior Field Service Engineer – South Africa   Position Summary: This position is based in South Africa and is responsible for direction and coordination of service-related activities of Illumina products in Africa. This includes technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Working with our internal teams and channel partners, the incumbent ensures that World-Class service is provided to Illumina’s customers by minimizing instrument down time and investigating customer complaints. He is also responsible for ensuring scheduled maintenance, upgrades and training are duly performed where required. Position Responsibilities:

• Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Serve as a focal point for problem resolution assistance to subsidiary or distributor support
• Responsible for editing, writing, and modifying Service and Training manuals, Field Service Bulletins, and SOPs
• Install, upgrade, repair, and maintain instrument systems in defined territory (Africa)
• Provide technical support to staff, contractors, and customers
• Manage the Service Territory including distributor’s service staff
• Respond to service requests and ensure customer satisfaction
• Manage service parts inventory levels
• Maintain up to date customer information, technical files, and appropriate databases
• Provide timely and accurate reports as requested
• Works in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
• Maintains routine contact with existing customer base
• Traveling out of country will be necessary upon request
• Travelling frequency at around 60 - 70%.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs. Position Requirements:

• BS in Electrical/Electronics Engineering, Mechanical Engineering, related degree/diploma with knowledge in the biotechnology/biomedical industry.
• Minimum 5 years relevant experience
• Must be highly motivated and have strong problem-solving(troubleshooting) ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities
• Must be able to work independently and as a team player
• Possess a positive and can-do mindset/attitude at work.
• Computer experience and literacy a must
• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities. Preferred Experience/Education/Skills:

• Experience managing distributors is a plus.