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.
Basic Function and Scope of the Position:
This role provides 2nd level technical support to field service engineers and technical support staff on the installation, maintenance and repair of our complex instruments. It involves diagnosing, troubleshooting, repairing and debugging of complex electro-mechanical, optical, fluidic equipment, computer systems, software and networks. Works closely with Global Product Support in HQ to manage elevations in the region, as well as report and trend technical issues of . Responsible for ensuring timely closure of elevations and act as a technical resource for the Field.
Tasks and Responsibilities:
- Responds to situations where first-line field service support has failed to isolate or fix problems in malfunctioning equipment or software.
- Manages field escalations and provide the best approach to resolving an escalation.
- Reports design, reliability and maintenance problems or bugs to Product Support HQ.
- Provides on-site technical support on chronic, complex and critical escalations in the region.
- Responsible for communicating and disseminating technical information and procedures to the Field through Tech Calls and Field Service Bulletins.
- Develop and improve key company processes that support our mission of building a world-class customer support organization.
- Perform additional duties as needed.
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Educational Background:
- Bachelor Degree in Electrical/Electronics Engineering, Mechanical Engineering or related field
Preferred Experience & Skills:
- 3+ years' experience as field service engineer or comparable experience preferred.
- Prior experience servicing or supporting biotech, medical, optical, electronic, or comparable complex equipment preferred.
- Outstanding interpersonal skills.
- Strong organization skills, including ability to rapidly balance priorities in a fast-pace environment.
- Ability to work collaboratively and communicate effectively in a highly matrixed organization.
- Must be willing to travel up to 30%.
- Clear vision of and commitment to providing outstanding customer service.
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.
