IT Project Coordinator
Darkhorse Tech, Inc.
Job Level
JuniorMid-Level
About the role
- Provide on-site service of Illumina equipment at customer sites including installations, troubleshooting, servicing and repairs of complex equipment and systems
- Work closely with customers within territory and liaise with colleagues to provide timely onsite technical assistance
- Contribute to virtual extended team (One Illumina) to enable all field service engineers to meet customer expectations
- Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
- Serve as a focal point for problem resolution assistance to subsidiary or distributor support
- Install, upgrade, repair, and maintain instrument systems within defined territory
- Provide technical support to staff, contractors and customers
- Respond to service requests and ensure high levels of customer satisfaction
- Routinely complete administrative work such as Time Reports, Expense Reports, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RMA Forms and Service Reports
- Manage service parts inventory levels
- Maintain up to date customer information, technical files and appropriate databases
- Coordinate new system placements, develop leads, promote upgrades and contract renewals in conjunction with other staff
- Maintain routine contact with existing customer base
- Ability to drive and travel around Scotland, UK & Ireland, mainly Scotland as a key focus
Requirements
- Field based role requiring up to 80% travel across territory including all of Scotland and on occasion Northern England
- May be required to support customers across UK & Ireland (minimal)
- Based in Central Scotland
- Valid UK driving license
- Fluent English language skills
- Qualification in Electrical / Electronic Engineering, Mechanical Engineering, Biosciences or similar (preferred)
- Multi-year relevant, field based, experience preferred
- Previous experience in biotechnology/biomedical industry, or applicable military experience (preferred)
- Demonstrable strong problem-solving skills
- Excellent customer facing skills
- Ability to work autonomously within a structured, remote team
- Familiarity with field optical alignments, robotics, fluidics, electrical/electronics, and mechanical systems (advantageous)
- Working knowledge of Windows/Mac and MS Word, PowerPoint, Excel and Outlook (desirable)
- This role is not eligible for visa sponsorship
