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Illumina · 2 months ago

Onsite Field Service Engineer

US - Remote

Full-time

Onsite

Entry, Mid Level

$71K/yr - $106K/yr

2+ years exp

Illumina is a company focused on expanding access to genomic technology to promote health equity worldwide. The Onsite Field Service Engineer will provide on-site support for the installation, troubleshooting, and repair of complex equipment, ensuring high levels of customer satisfaction and operational efficiency.

BiotechnologyGeneticsHealth CareMedical

No H1B

Responsibilities

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

Qualification

Electrical/Electronic EngineeringBiotechnology/Biomedical knowledgeElectronic troubleshooting equipmentTechnical knowledge of computer hardwarePlanningScheduling skillsProblem-solving abilityCommunication skillsTeam collaboration

Required

BS in Electrical/Electronic Engineering, Biomedical Engineering, Mechanical Engineering, Bioengineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable 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

Demonstrated experience using electronic troubleshooting equipment; e.g. DVM, Oscilloscope, etc

Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems

Technical knowledge of computer hardware, Windows OS, and networking

Planning, scheduling, and prioritization skills