Senior Field Service Engineer, India

Position Summary:                 

This position is based in India and is responsible for the direction and coordination of field service-related activities of Illumina products.  

This includes technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades.

Working with our internal teams and channel partners, the incumbent ensures that World-Class service is provided to Illumina’s customers by minimizing instrument down time and investigating customer complaints. He is also responsible for ensuring scheduled maintenance, upgrades and training are duly performed where required.

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 staff, contractors, and customers
• 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 35%.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

• BS in Electrical/Electronics Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry.
• Minimum 5 years relevant experience
• Must be highly motivated and have strong problem-solving ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities
• Must be able to work independently and as a team player
• Computer experience and literacy a must
• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work

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

Preferred Experience/Education/Skills:

• Experience in servicing Next Generation Sequencers and/or being in the genomics industry is an advantage
• Experience managing and enabling distributors is a plus