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

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
Demonstrated experience using electronic troubleshooting equipment; e.g. DVM, Oscilloscope, etc
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

Benefits

access to genomics sequencing
family planning
health/dental/vision
retirement benefits
paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

installationrepairmaintenancetroubleshootingdata analysisfield optical alignmentsroboticselectrical systemsmechanical systemscomputer hardware

Soft Skills

problem-solvingindependent contributorteam collaborationverbal communicationwritten communicationcustomer relationship managementtask prioritizationplanningschedulingleadership