Field Service Engineer 2

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide daily on-site assistance in the installation, upgrades, diagnosis, troubleshooting, and repair of intricate equipment and systems.

• Offer feedback to the Manager and pinpoint opportunities to enhance efficiency in daily operations.

• Deliver technical support to on-site locations by leveraging experience in installations, diagnostics, troubleshooting, servicing, and repairing complex Illumina instrumentation and systems.

• Develop and sustain strong relationships across in-district Service and Support teams.

• Diagnose a diverse range of intricate problems reported by customers.

• Proactively monitor, organize, and prioritize tasks to optimize instrument uptime and ensure customer satisfaction.

• Responsible for executing post-repair/install validation runs as necessary across all platforms.

• Handle all administrative responsibilities (SFDC case management) with precision and within the set guidelines, proposing suggestions and modifications when appropriate.

• Independently manage accounts while fostering and enhancing customer relationships.

• Schedule and conduct equipment upgrades and new installations.

• Utilize and keep current Service and training manuals, Field Service Bulletins, SOPs, and facilitate remote access to customer instrumentation.

• Responsible for escalating repairs as required and serving as the primary contact for escalation-related activities.

• Generate reports on instrument failures and utilize data to proactively service instruments to prevent costly downtime.

• Lead regular meetings with site personnel to report metrics related to instrument performance, downtime, etc.

• Collaborate with NSST and product support for any ongoing sustaining engineering initiatives (product performance monitoring or product improvement efforts).

• Responsible for communicating and managing any rotational support locally or from other regions.

• Serve as a resource to assist other SSEs in troubleshooting complex issues.

• Provide additional on-site training and support to other SSEs to enhance their skill sets.

• Identify opportunities for improving site efficiencies that will reduce mean time between repair and increase instrument uptime.

• Ensure adequate inventory levels of service parts and make adjustments as necessary.

⛳️ Requirements

• Typically requires a Bachelor’s degree and at least 2 years of related experience; alternatively, an advanced degree without experience; or equivalent work experience.

• 2-6 years of relevant experience or direct experience servicing our products.

• Must be highly motivated with strong problem-solving skills.

• Capable of functioning as an independent contributor as well as a collaborative team member.

• Excellent verbal and written communication skills.

• Knowledge of the Biotechnology/Biomedical industry or applicable military experience.

• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems.

• Technical knowledge of computer hardware, Windows OS, and networking.

• Strong planning, scheduling, and prioritization abilities.

🏝️ Benefits

• Access to genomics sequencing.

• Family planning support.

• Health, dental, and vision insurance.

• Retirement benefits.

• Paid time off.