Job Description:

Position Summary: 

The Service Support Specialist 2 will support and contribute to on-site customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Service Support Specialist 2 partners with customers and local service teams to perform planned maintenance, installations, and complete repairs found during the PM process. 

This role requires extensive communication, time management, and collaboration skills. Additionally, basic troubleshooting ability and mechanical aptitude are required. You will be expected to establish relationships across district Service and Support, Sales, and Customer Service Teams.

Responsibilities: 

• Install, upgrade, repair, and maintain instrument systems within a defined territory.




• Troubleshoot and repair system problems.




• Submit service reports, expense reports, and "Bug" reports on time.




• Enter work performed in service database in a timely manner.




• Maintain accurate service spares inventory.




• Revise/review SOPs.




• Demonstrated ability to align optical systems.

Requirements: 

• Travel required up to 70%




• Must be highly motivated and have strong problem-solving ability.




• Excellent verbal and written communications skills.




• Must have good technical writing abilities.




• Must be able to work independently and as a team player.




• Computer experience is a must.




• Must be flexible in working hours as this position may require customer support during non-regular business hours.




• Demonstrated account management skills

Experience/Education: 

Typically requires 0-2 years of related experiences and a Bachelor’s Degree in Electrical/Electronics Engineering, Mechanical Engineering, Biology or related degree; Or applicable military experience; or equivalent.

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

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