Field Service Engineer

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.
Position Summary:
The Sr. Field Service Engineer position is responsible for all aspects of customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Sr. Field Service Engineer partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering expert consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction.
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:

• Lead 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 advanced 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

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.

Requirements:

• Minimum six years relevant Field Service experience
• Ability to operate as an independent contributor and as a cooperative member of a team
• Advanced problem solving ability
• Excellent verbal and written communications skills
• Must have advanced technical writing abilities
• Computer experience and competency is a must
• High level experience with 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
• Working familiarity of genomics, sequencing applications, bioinformatics and methods that apply to Illumina technology preferred
• Proficient with general lab best practices and lab safety
• Proven ability to resolve complex customer issues while maintaining positive customer relations.
• 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 70%.

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities

Preferred Educational Background:

• BS in Electrical/Electronics Engineering, Mechanical Engineering, related degree in biotechnology/biomedical or equivalent work experience and knowledge

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. This role is not eligible for visa sponsorship

• Lead 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 advanced 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