Field Service Engineer

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.As a Field Service Engineer here at Illumina, you will partner with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position will collaborate with the broader commercial team to support instrument uptime and customer satisfaction. The position will mainly support Austrian and German customers within the triangle region of Innsbruck, Salzburg, and Rosenheim.The successful candidate will be based in region as described above.Why YouThis role requires proficient troubleshooting, communication, time management, situational awareness, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Sales, Customer Service, and Quality organizations.Responsibilities:Interface between the field organisation and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account ManagersDemonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems Utilise and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentationProvide technical support to customersCoordinate and prioritise service requests to establish best intervention method and ensure customer satisfaction.Ensure proper inventory levels and control accuracy of service parts to promote first time fixWork in conjunction with sales staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.Establish and maintain relationships with customers to ensure their success utilising our products and servicesRepresent the company professionally, ethically, and morally at all times.Remain compliant with administrative responsibilities and business rules.Executes Qualification and Validation Products at customer sitesDemonstrates knowledge when working in regulated environmentsCoordinate new installations and participate in large-scale installations, that require facility inspections and instrument validation.Assist in departmental project teams; work collaboratively to advance project plansRequirements:Some relevant experience working within a similar role or as a Field Service EngineerIdeally you will have gained engineering experience working with Medical Devices or analytical instruments, however other industry backgrounds will be consideredElectronics engineeringPrevious handling of Optics and Lasers would be a beneficialExperience with optical alignments, robotics, electrical/electronics, and mechanical systemsProven problem-solving abilityStrong verbal and written communications skillsCompetent technical writing abilitiesComputer experience and competency is a mustFamiliarity of genomics, sequencing applications, and bioinformatics would be advantageousBasic knowledge of general lab best practices and lab safetyDemonstrated ability to resolve customer issues while maintaining positive customer relations.Fluent English and German language is essentialMust be willing to travel up to 75%What Can You Expect Our team members are bright, energetic and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.INDEUR#LI-EMEA#LI-HYBRIDIllumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.