Senior Field Service Engineer
7 days ago
Illumina is a global leader in the development and application of innovative genetic analysis techniques. Our mission is to improve human health by unlocking the power of the genome.
Job Title:Sr Field Service EngineerDescriptionThis role involves providing field service support for our sequencing instrumentation, focusing on troubleshooting, investigation, and corrective action. The successful candidate will work closely with the Engineering and Quality teams to drive quality improvement initiatives.
Responsibilities- Field installs and escalations
- Monitor, trend, report, and drive improvement for product field performance metrics such as Perfect Acceptance (PA) and Dead-on-Arrival (DOA)
- Drive completion of failure analysis on returned DOA instruments within 15 days upon unit arrival in iDepot
- Lead projects related to PA improvement
- Engage field service & commercial teams on returned product failure analysis and resolution updates
- Cross-functional team collaboration on product return workflows, including investigation and refurbishment
- Lead Factory Immersion Program, understanding field service needs and improving program offerings
- Maintain databases of field return instrument failures and root causes
- Perform data trending analysis and execute design of experiments to address field return failures
- Identify risks and provide recommendations for mitigation in area of responsibilities
- Implement continuous improvements and provide guidance to junior staff
- 5-7 years of relevant experience
- Strong analytical and troubleshooting skills, proficiency in FMEA, 8D, 5 why, and 4M1E
- Excellent organizational skills, attention to detail, and accuracy, with ability to work independently in a team environment
- Good knowledge of quality management systems in GMP facilities
- Proficiency in electro-mechanical and fluidics systems
- Effective communication and interpersonal skills
- Independent and self-motivated
- Able to identify components by color
- Typically requires a minimum of 5 years of related experience with a Bachelor's degree or equivalent work experience
- Proficient in Python, Tableau, and/or Excel
- Experience in statistics and data visualization
- Background in FDA-regulated medical device manufacturing
Illumina offers a competitive salary range of $120,000 - $160,000 per year, based on experience. We also offer comprehensive benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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