Field Engineer

• 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

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