Onsite Field Service Engineer 2 - Houston, TX

Overview

Onsite Field Service Engineer 2 providing daily on-site support for installation, upgrade, diagnosis, troubleshooting, and repair of complex Illumina instrumentation and systems.

What you'll do

• Perform 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.
• Complete post repair/install validation runs as required on all platforms.
• Manage all administrative tasks (SFDC case management) in a quality manner and within 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.
• Escalate repairs as needed and serve as primary point of contact for escalation-related activities.
• Run reports on instrument failures and use data to proactively service instruments to avoid costly downtime.
• Lead regular meetings with site personnel reporting out metrics related to instrument performance and downtime.
• Partner with NSST and product support on ongoing sustaining engineering activities (product performance monitoring or product improvement efforts).
• Communicate and oversee any rotational support locally or from other regions.
• Serve as a resource to assist other Field Service Engineers in troubleshooting complex issues and provide additional onsite training/support to develop their skill sets.
• Identify opportunities for gaining site efficiencies that decrease mean time between repair and increase instrument uptime.
• Ensure proper inventory levels of service parts and make changes as needed.

What you'll need

• Typically 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.
• Highly motivated with problem-solving ability.
• Ability to operate as an independent contributor and as a cooperative member of a team.
• Excellent verbal and written communication 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.

Details

• Location: Houston, TX; onsite role.
• Not eligible for visa sponsorship.