Field Service Engineer

Role Overview

• 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.
• Deliver technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems.
• Build and maintain strong relationships across in-district Service and Support teams.
• 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.

Requirements

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work 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
• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical and fluidics systems
• Technical knowledge of computer hardware, Windows OS, and networking
• Planning, scheduling, and prioritization skills

Tech Stack

• SFDC

Benefits

• access to genomics sequencing
• family planning
• health/dental/vision
• retirement benefits
• paid time off