Field Service Engineer 2 - Benelux

at  Illumina

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.
Field Service Engineer 2 - Benelux, field based
Job advert closing date: February 7th, 2025
As a Field Service Engineer 2 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 The Netherlands, with the flexibility to travel up to 75% across the Benelux region (Netherlands, Luxemburg, and Belgium), as well as some travel Europe-wide on occasion.
Fluent language skills in both English and Dutch are also essential.
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!
Why You
This role requires expert-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to advocate for 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 advanced 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 Bulletins, 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 of service parts to promote first time fix.
• Work in conjunction with sales and marketing staff to coordinate new system placements, develop leads, promote upgrades and timely contract renewals etc.
• Establish and maintain strong relationships with key customers and the existing customer base to ensure their success utilizing our products and services
• Ensure 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, including large-scale installations, that require facility inspections and instrument validation.
• Participate in departmental project teams; work collaboratively to ensure successful execution of project plans

Requirements

• BS in Electrical/Electronics/informatic Engineering, Mechanical Engineering, related degree in biotechnology/biomedical or equivalent work experience and knowledge
• Some experience working within a Field Service engineer role would be desirable, preferably within the medical device sector
• Experience with optical alignments, robotics, electrical/electronics ,and mechanical systems would be a bonus
• Problem-solving ability
• Excellent verbal and written communications skills
• Computer experience and competency is a must
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work
• Working familiarity of genomics, sequencing applications, bioinformatics and methods that apply to Illumina technology preferred
• Proficient with general lab best practices and lab safety
• Clear vision of and commitment to providing outstanding customer service.
• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations
• Must be willing to travel up to 90%

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.

• 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 advanced 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 Bulletins, 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 of service parts to promote first time fix.
• Work in conjunction with sales and marketing staff to coordinate new system placements, develop leads, promote upgrades and timely contract renewals etc.
• Establish and maintain strong relationships with key customers and the existing customer base to ensure their success utilizing our products and services
• Ensure 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, including large-scale installations, that require facility inspections and instrument validation.
• Participate in departmental project teams; work collaboratively to ensure successful execution of project plan