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 Senior Field Service Engineer position is instrumental in driving and coordinating all technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades.
This position is responsible for oversight on all field service-related activities for channel partners in South East Asia, Bangaladesh, Sri Lanka, Mongolia region and serves as point of contact for the commercial business on field service elevations from distributors. Additional countries and distributors could be included depending on the business needs.
This position is based in Singapore. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Sales, Customer Service, and Quality organizations.
Tasks and Responsibilities:
- Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist and Partner 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
- Oversee field service work performed by channel partners including install, upgrade, repair, and serve as escalation point to maintain instrument systems in defined territory.
- Provide technical support to customers, contractors and distributor channel service team.
- Manage the Service Territory including distributor's service staff.
- Respond to service requests and ensure customer satisfaction.
- Serve as second level support for distributor service teams in the Southeast Asia, Bangladesh, Sri Lanka and Mongolian region.
- Manage service parts inventory levels
- Maintain up to date customer information, technical files, and appropriate databases.
- Provide and/or create timely and accurate reports as requested especially around channel partner field service progress and status.
- Works in conjunction with internal 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 25%.
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 Education:
- Bachelor's Degree in Engineering, or related field
- Minimum 5 years related experience in fast-paced corporate environments
Preferred Experience:
- Hands-on experience in Illumina NGS platforms is a distinct advantage. Otherwise, experience with other sequencing. imaging and/or optical capital equipment is a major consideration
- Strong ability to build and maintain relationships with internal and external customers
- Experience with managing distributors and/or heading project teams
- Highly motivated with excellent problem-solving abilities.
- Proficiency in Thai, Vietnamese, Bahasa Indonesian language is a big plus.
- Good multi-tasking ability with excellent verbal and written communications skills
- Excellent time management, prioritization and organization skills
- Proven experience to work independently remotely.
- Proficiency in liquid handling automation platforms such as Hamilton, Beckman and/or Tecan is a plus
- Experienced with Linus Server/Networking is a plus
- Experience with Salesforce.com CRM software is a plus
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.
