Sr FSE

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.Sr Field Service Engineer - US1SummaryThe Sr Field Service Engineer provides highly visible customer support through the performance of escalation support, high level installs, as well overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Coordinates and Manages complex customer repairs across the region with other departmental resources in order to drive customer outcomes to a successful resolution.Key Responsibilities- Approximate Travel 50-60%- Ability to drive business of escalation support and coordinate resources to provide timely resolution of customer complaints- Creativity in developing action plans with limited information- Ensure that timely onsite technical assistance to customers, Field Applications specialists, and field salespeople is provided.- Ensure effective problem resolution assistance to subsidiary or distributor support.- Keep Service and Training manuals, Field Service Bulletins, and SOPs up to date.- Install, upgrade, repair, and maintain instrument systems in defined territory (Focus on high throughput sequencers.)- Delegate and ensure provision of technical support to staff, contractors and customers and may provide guidance to lower level personnel.- District Partnership with assigned District Manager to drive necessary complaints to escalations.- Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.- Maintain relationships with existing customer base and ensure their satisfaction with Service.- Provide guidance and mentoring to mid and senior level field personnel.Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.Qualifications Minimum Requirements- Bachelor's Degree- Master's DegreeThe estimated base salary range for the Sr FSE role based in the United States of America is: $88,200 - $132,400. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf