Provide daily on-site support through performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.
Tasks and Responsibilities:
Proficient at installation, repair and maintenance of site specific Illumina platforms
Troubleshoot a wide variety of complex customer reported problems
Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
Proficient and 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
Edit, write and modify Service and Training manuals, Field Service Bulletins, and SOPs
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
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
Responsible for mentoring SST I,II or SSE I,II
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.
Preferred Educational Background:
BS in Electrical/Electronic Engineering, Mechanical Engineering, BioEngineering, Biomedical Engineering and/or related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
Preferred Experiential Background:
1-3 years relevant experience or direct experience servicing our products
Must be highly motivated and have astute problem solving ability
Must be able to work independently and as a team player
Strong leadership skills
Excellent verbal and written communications skills
Excellent technical writing abilities
Working knowledge of Visio and Excel
Strong knowledge in the biotechnology/biomedical industry, 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
Strong technical knowledge of computer hardware, Windows OS, and networking
Proven experience in building and enhancing customer relationships
Superior interpersonal skills and telephone skills are required
Strong Planning, scheduling, and prioritization skills
Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
