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 - Nordics (Field Based)
As a Field Service Engineer 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 broader commercial team to maximise sales growth, support instrument uptime and customer satisfaction. The position will mainly support Finnish customers but regular support into the other Nordic countries should be expected.
The successful candidate will be based in the Helsinki area and will be expected to travel up to 75%.
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 proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organisations.

Responsibilities:

• Interface between the field organisation and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Utilise and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, Junior engineers, colleagues and contractors.
• Coordinate and prioritise service requests to establish best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels and control accuracy of service parts to promote first time fix
• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilising our products and services
• Provide 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 and participate in large-scale installations, that require facility inspections and instrument validation.
• Assist in departmental project teams; work collaboratively to advance project plans

Requirements:

• Some relevant experience working within a similar role or as a Field Service Engineer
• Ideally you will have gained engineering experience working with Medical Devices or analytical instruments, however other industry backgrounds will be considered
• Electronics engineering
• Previous handling of Optics and Lasers would be a beneficial
• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems
• Proven problem-solving ability
• Strong verbal and written communications skills
• Competent technical writing abilities
• Computer experience and competency is a must
• Familiarity of genomics, sequencing applications, and bioinformatics would be advantageous
• Basic knowledge of general lab best practices and lab safety
• Demonstrated ability to resolve customer issues while maintaining positive customer relations.
• Fluent English language skills in addition to one additional Nordics language is essential
• Must be willing to travel up to 75%

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 organisation and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Utilise and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, Junior engineers, colleagues and contractors.
• Coordinate and prioritise service requests to establish best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels and control accuracy of service parts to promote first time fix
• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilising our products and services
• Provide 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 and participate in large-scale installations, that require facility inspections and instrument validation.
• Assist in departmental project teams; work collaboratively to advance project plan