Field Service Engineer 2 - Kansas City Metro OR Central Iowa

Illumina is hiring a Field Service Engineer 2 to support customer success by installing, troubleshooting, repairing, and maintaining its instrument systems. The role provides onsite and remote technical support, helps maximize instrument uptime and customer satisfaction, and collaborates with commercial and support teams on customer needs and sales opportunities.

Responsibilities:

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Utilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, Junior engineers, colleagues and contractors
• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction
• Ensure proper inventory levels and control accuracy of service parts to promote first time fix
• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services
• Remain compliant with administrative responsibilities and business rules
• Demonstrates knowledge when working in regulated environments

Requirements:

• Minimum two years relevant Field Service experience
• Ability to operate as an independent contributor and as a cooperative member of a team
• Proven problem solving ability
• Strong verbal and written communications skills
• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems
• Familiarity of genomics, sequencing applications, and bioinformatics
• Basic knowledge of general lab best practices and lab safety
• Demonstrated ability to resolve customer issues while maintaining positive customer relations
• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations
• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
• This role is not eligible for visa sponsorship