At Illumina, we are expanding access to genomic technology
to realize health equity for billions of people around the
world. Our efforts enable life-changing discoveries that
are transforming human health through the early detection
and diagnosis of diseases and new treatment options
for patients.

Working at Illumina means being part of something bigger than yourself.
Every person, in every role, has the opportunity to make a difference.
Surrounded by extraordinary people, inspiring leaders, and worldchanging
projects, you will do more and become more than you ever
thought possible.

Job Description:

The FSE will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.

Provides feedback to Supervisor, mentors new hires, 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.

Tasks and Responsibilities:

• Demonstrates advanced technical competence while installing, upgrading repairing, and maintaining instrument systems
• 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 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 Regional 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 site specific engineers in troubleshooting complex issues
• Provide additional onsite training/support to other site specific engineers 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
• Mentor and train new hires, as needed (SSS1, SSS2)

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, Biomedical Engineering, Mechanical Engineering, Bioengineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience

Requirements

• 1-4 years relevant experience or direct experience servicing our products
• Must be highly motivated and have problem-solving ability
• Must be able to work independently and as a team player
• Excellent verbal and written communications skills
• Biotechnology/Biomedical industry knowledge, or applicable military experience
• Demonstrated experience using electronic troubleshooting equipment
• 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

Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.

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