Illumina is hiring an Onsite Field Service Engineer to join our customer support team. You will provide daily on-site support to install, diagnose, troubleshoot, and repair complex Illumina equipment, focusing on maximizing uptime and building customer relationships.
What You'll Do
- Perform 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.
- Complete post-repair/install validation runs as required on all platforms.
- Manage all administrative tasks (SFDC case management) within established guidelines.
- Independently manage account and build/strengthen customer relationships.
- Schedule and perform equipment upgrades and new installations.
- Utilize and maintain up-to-date Service and training manuals, Field Service Bulletins, and SOPs.
- Escalate repairs as needed and serve as primary point of contact for escalation activities.
- Run reports on instrument failures and use data to proactively service instruments.
- Lead regular meetings with site personnel to report metrics on instrument performance and downtime.
- Partner with NSST and product support for ongoing sustaining engineering activities.
- Oversee any rotational support locally or from other regions.
- Assist other SSEs in troubleshooting complex issues.
- Provide additional onsite training/support to other SSEs to develop their skill sets.
- Identify opportunities for gaining site efficiencies to decrease mean time between repair and increase uptime.
- Ensure proper inventory levels of service parts.
What We're Looking For
- BS in Electrical/Electronic Engineering, Biomedical Engineering, Mechanical Engineering, Bioengineering, related degree with knowledge in biotechnology/biomedical industry, or applicable experience.
- 2-6 years relevant experience or direct experience servicing Illumina products.
- Highly motivated with strong 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).
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems.
- Technical knowledge of computer hardware, Windows OS, and networking.
- Strong planning, scheduling, and prioritization skills.
Team & Environment
You will be part of an award-winning customer support team and report to a Manager.
Benefits & Compensation
- Compensation: $70,800 - $106,200 + equity: Eligible roles may receive equity as part of the compensation package.
- Variable cash programs (bonus or commission).
- Access to genomics sequencing.
- Family planning support.
- Health, dental, and vision insurance.
- Retirement benefits.
- Paid time off.
Work Mode
This is an onsite position located in the United States of America.
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.
