Onsite Field Service Engineer II: Instrument Uptime & Repairs

Illumina; United States; On-site; USD 75,000 - 112,000; Full time

Job summary

Illumina Houston seeks an Onsite Field Service Engineer 2 to provide on-site installation, upgrades, diagnoses, troubleshooting and repair of complex instruments while building strong customer relationships and collaborating with service teams.

You will need a bachelor’s degree and 2+ years’ related experience, strong problem-solving and communication skills, plus familiarity with Windows OS and networking. Current role offers a base salary with a performance bonus and comprehensive benefits.

Qualifications

• Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
• 2-6 years relevant experience or direct experience servicing our products
• Must be highly motivated and have problem-solving ability
• Ability to operate as an independent contributor and as a cooperative member of a team
• Excellent verbal and written communications skills
• Biotechnology/Biomedical industry knowledge, or applicable military experience
• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
• Technical knowledge of computer hardware, Windows OS, and networking
• Planning, scheduling, and prioritization skills

Responsibilities

• Proficient at installation, repair and maintenance of Illumina platforms
• Troubleshoot a wide variety of complex customer reported problems
• Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
• Responsible for completing post repair/install validation runs as required on all platforms
• Manage all administrative tasks (SFDC case management) in a quality manner and within the established guidelines, making suggestions and changes when needed
• Independently manage account, build and help strengthen customer relationships
• Schedule and perform equipment upgrades and new installations
• Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
• Responsible for escalating repairs as needed and primary point of contact for escalation related activities
• Running reports on instrument failures and using data to proactively service instruments in order to avoid costly downtime
• Lead regular meetings with site personal reporting out metrics related to instrument performance, downtime etc.
• Partner with NSST and product support for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts)
• Responsible for communicating and overseeing any rotational support locally or from other regions
• Resource to assist other Field Service Engineers in troubleshooting complex issues
• Provide additional onsite training/support to other Field Service Eingeers to further develop their skill sets
• Identify opportunities for gaining site efficiencies which will promote a decrease in mean time between repair and increase instrument uptime
• Ensure proper inventory levels of service parts and make changes as needed

Skills

Problem-solving

Verbal & written communication

Independent contributor

Teamwork

Biotech knowledge

Education

Bachelor's degree

Tools

Windows OS

Networking

Equipment maintenance

Job description

Illumina Houston seeks an Onsite Field Service Engineer 2 to provide on-site installation, upgrades, diagnoses, troubleshooting and repair of complex instruments while building strong customer relationships and collaborating with service teams.

You will need a bachelor’s degree and 2+ years’ related experience, strong problem-solving and communication skills, plus familiarity with Windows OS and networking. Current role offers a base salary with a performance bonus and comprehensive benefits.