The Onsite Field Service Engineer will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems. Provides feedback to Manager and identifies opportunities to promote efficiency in day to day operations. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. Delivers technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems. This role requires troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across in-district Service and Support teams.
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
The estimated base salary range for the Onsite Field Service Engineer 2 - Austin, TX role based in the United States of America is: $74,900 - $112,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long-term growth in the role. Most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.
