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

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

Requirements:

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work 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

• 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