Onsite Service Engineer 1

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.

Basic Function and Scope of the Position:

Provide daily on-site support through performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems for customer site in Redwood City, CA.

Tasks and Responsibilities:

• Proficient at installation, repair and maintenance of site specific Illumina platforms
• Troubleshoot a wide variety of complex customer reported problems
• Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
• Proficient and responsible for completing post repair/install validation runs as required on all platforms
• Manage all administrative tasks (SFDC case management) in a quality manner and within the 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
• Edit, write and modify Service and Training manuals, Field Service Bulletins, and SOPs
• Responsible for escalating repairs as needed and primary point of contact for escalation related activities
• Running reports on instrument failures and using data to proactively service instruments in order to avoid costly downtime
• Lead monthly meetings with site personal reporting out metrics related to instrument performance, downtime etc.
• Partner with RPS for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts)
• Responsible for communicating and overseeing any rotational support within the district
• Resource to assist other FSE's in troubleshooting complex issues
• Identify opportunities for gaining site efficiencies which will promote a decrease in mean time between repair and increase instrument uptime
• Ensure proper inventory levels of service parts and make changes as needed

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

Preferred Educational Background:

• BS in Electrical/Electronic Engineering, Mechanical Engineering, BioEngineering, Biomedical Engineering and/or related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience

Preferred Experiential Background:

• 1-3 years relevant experience or direct experience servicing our products
• Must be highly motivated and have astute problem solving ability
• Must be able to work independently and as a team player
• Strong leadership skills
• Excellent verbal and written communications skills
• Excellent technical writing abilities
• Working knowledge of Visio and Excel
• Strong knowledge in the biotechnology/biomedical industry, or applicable military experience
• Demonstrated experience using electronic troubleshooting equipment; e.g. DVM, Oscilloscope, etc
• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
• Strong technical knowledge of computer hardware, Windows OS, and networking
• Proven experience in building and enhancing customer relationships
• Superior interpersonal skills and telephone skills are required
• Strong Planning, scheduling, and prioritization skills
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work

The estimated base salary range for the Onsite Service Engineer 1 role based in the United States of America is: $70,800 - $106,200. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. 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. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship. Apply