What if the work you did every day could impact the lives of people you know? Or all of humanity?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 world changing projects, you will do more and become more than you ever thought possible.
Position Summary: We are seeking a highly motivated and results-oriented field service engineer to join our growing African service and support team. This remote position will be based in Morocco and will provide service and support to our channel partners throughout Africa. As a key member of our team, you will be responsible for
Tasks and Responsibilities:
- Ensuring that channel partners in your region install, maintain, and update all Illumina equipment according to Illumina's high standards.
- Ensure that channel partners are meeting and exceeding Illumina’s expectations when it comes to break fixes.
- When required, provide direct support to customers for installations, troubleshooting, break/fixes, and upgrades/recalls.
- Assist channel partners in troubleshooting and providing prompt solutions to customers' issues, thus ensuring customer satisfaction.
- Collaborating remotely with the wider technical team to resolve complex issues.
- Monitor and drive channel partner performance through frequent, regular review meetings and physical visits.
- Maintain up to date customer information, technical files, and appropriate databases.
- Developing and improving key company processes, such as case logging, documentation, and reporting, that support our mission of building a world-class customer support organization.
- Provide timely and accurate reports as requested.
- Works in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades, and contract renewals etc.
- Contribute towards local or regional projects that improve customer satisfaction.
- Majority travel will be in Africa with occasional travel to Middle East, India, and Southeast Asia.
- Travelling frequency at about 60%
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Education:
- Possess of a BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry.
- Have a minimum of 3 years of experience working as a Field Service Engineer or similar role.
Preferred Experience:
- Are fluent in both French and Arabic, with strong written and verbal communication skills.
- Good understanding of English both written and verbal.
- Thrive in a remote work environment and are highly self-motivated with a strong work ethic.
- Can effectively manage your time and prioritize tasks to meet deadlines.
- Possess excellent problem-solving and analytical skills.
- Are a team player with the ability to build strong relationships with colleagues and customers.
- Work autonomously and receive little instruction on day-to-day work/new assignments.
- Exercise judgment within defined procedures and practices to determine appropriate action.
- Proficient in using computer software and applications relevant to the role (e.g., service manuals, diagnostic tools).
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work.
Illumina believes that everyone has the ability to make an impact, and 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.
