Onsite Field Service Engineer 2 - Houston, TX

Requirements

• Proficient at installation, repair and maintenance of Illumina platforms
• Troubleshoot a wide variety of complex customer reported problems
• Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
• 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
• Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
• 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 regular meetings with site personal reporting out metrics related to instrument performance, downtime etc.
• Partner with NSST and product support for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts)
• Responsible for communicating and overseeing any rotational support locally or from other regions
• Resource to assist other SSE’s in troubleshooting complex issues
• Provide additional onsite training/support to other SSE’s to further develop their skill sets
• 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

Benefits

• Access to genomics sequencing
• Family planning
• Health/dental/vision
• Retirement benefits
• Paid time off