Illumina is expanding access to genomic technology to realize health equity for billions of people around the world. The Onsite Field Service Engineer will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.
Requirements
- 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
- 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
Benefits
- Access to genomics sequencing
- Family planning
- Health/dental/vision
- Retirement benefits
- Paid time off
