Senior Field Service Engineer, South East Asia

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.

Position Summary:
The Sr Field Service Engineer position is responsible for driving and coordinating all technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades.

Ensures World-Class service is provided to Illumina’s customers by minimizing instrument down time, investigating complaints, and providing scheduled maintenance, upgrades, and training, adequate records and systems are maintained.

You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Position Responsibilities:

- Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
- Serve as a focal point for problem resolution assistance to subsidiary or distributor support
- Responsible for editing, writing, and modifying Service and Training manuals, Field Service Bulletins, and SOPs
- Install, upgrade, repair, and maintain instrument systems in defined territory
- Provide technical support to customers, contractors and staff
- Manage the Service Territory including distributor’s service staff
- Respond to service requests and ensure customer satisfaction.
- Manage service parts inventory levels
- Maintain up to date customer information, technical files, and appropriate databases
- Provide timely and accurate reports as requested
- Works in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
- Maintains routine contact with existing customer base
- Travel out of country may be necessary upon request. Travelling frequency at around 20%.

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills:

- Bachelor’s Degree in Engineering, or related field
- Minimum 5 years related experience in fast-paced corporate environments
- Experience with managing distributors is a plus
- Experienced in imaging, NGS and/or optical capital equipment
- Proficiency in liquid handling automation platforms such as Hamilton, Beckman and/or Tecan is a plus
- Experienced in heading project teams or leading work groups
- Highly motivated with excellent problem-solving abilities
- Good multi-tasking ability with excellent verbal and written communications skills
- Excellent time management, prioritization and organization skills
- Must be able to work independently and as a team player
- Computer experience and literacy a must
- Experienced with Linus Server/Networking
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Able to work independently and as a team player
- High level of integrity, accountability and dependability with a sense of urgency to follow through tasks to completion
- Working knowledge of clinical laboratory practices and regulations is a bonus
- Willing to go beyond what is required to fulfill business needs
- Possess a positive and can-do mindset/attitude at work
- Strong ability to build and maintain relationships with internal and external customers
- Strong performance track record

Illumina believes that everyone has the ability to make an impact, and 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.