Field Service Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified
• Brief Description: The Field Service Engineer 1 is expected to help support and contribute to customer success. This role involves installing, maintaining, troubleshooting, and resolving customer issues related to Illumina hardware. The successful applicant will be part of an award-winning customer support team and will partner with customers, internal teams, and sales representatives.

Requirements

• English Fluency: Required (English submissions only)
• Basic Troubleshooting Skills: Essential
• Communication Skills: Necessary for interacting with customers and internal teams.
• Time Management Skills: Required for prioritizing and completing tasks efficiently.
• Collaboration Skills: Important for working with various teams and departments.
• Technical Competence: Ability to install, upgrade, repair, and maintain Illumina instrument systems (with assistance).

Responsibilities

• Onsite Technical Assistance: Provide timely technical support to customers, Field Applications Scientists/Specialists, and Territory Account Managers.
• Training & Certifications: Complete and remain compliant with all assigned trainings and certifications.
• Hardware Maintenance & Repair: Install, upgrade, repair, and maintain Illumina instrument systems.
• Customer Troubleshooting & Resolution: Troubleshoot and resolve customer complaints and issues.
• Relationship Building: Establish and maintain relationships with district Service and Support teams, Sales, and Customer Service.
• Inventory Management: Ensure proper inventory levels and control accuracy of service parts.
• Remote Connectivity: Facilitate remote connectivity to customer instrumentation.
• Documentation Compliance: Remain compliant and up-to-date with Service and training manuals, Field Service Bulletins, SOPs.

Application Instructions

• Resume Submission: Submit your resume in English.