Field Service Engineer, Germany (North)

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.

Field Service Engineer - Germany (North)

As a Field Service Engineer hereat Illumina, you will partner with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution.

This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth, support instrument uptime, and customer satisfaction.

It is essential to have a valid driving license within Germany with the flexibility to travel up to 80% across the region.

Fluent language skills in both English and German are also essential.

Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!

Applications Closing Date : Monday 6th May 2024

Why You

The successful candidate will have experience gained working within an engineering role, ideally within the scientific / medical sector however not essential so long as you have experience working within highly complex and technical equipment.

This role requires troubleshooting, communication, time management, and collaboration skills.

Responsibilities :

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientists / Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in a defined territory
• Utilize and maintain up-to-date Service and training manuals, Field Service Bulletin, and SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, colleagues, and contractors.
• Coordinate and prioritize service requests to establish the 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
• Provide effective problem-resolution assistance to subsidiary or distributor support
• Represent the company professionally, ethically, and morally at all times.
• Remain compliant with administrative responsibilities and business rules.
• Executes Qualification and Validation Products at customer sites
• Demonstrates knowledge when working in regulated environments
• Coordinate new installations and participate in large-scale installations, that require facility inspections and instrument validation.
• Assist in departmental project teams; work collaboratively to advance project plans

Preferred Experiential Background .

• Previous experience working within a engineering role where you have been working on highly technical and complex equipment
• A biological / scientific background obtained either within education or in industry preferred
• Relevant Field Service experience preferred
• DNA knowledge preferred
• Microscope knowledge preferred
• Proven problem-solving ability
• Strong verbal and written communications skills
• Competent technical writing abilities
• Computer experience and competency is a must
• Experience with optical alignments, robotics, electrical / electronics, and mechanical systems preferred
• Basic knowledge of general lab best practices and lab safety
• Ability to resolve customer issues while maintaining positive customer relations.
• Commitment to providing outstanding customer service.
• Ability to successfully operate in a fast-paced, rapidly changing environment and maintain composure in stressful situations
• Must be willing to travel up to 80% across Germany
• Fluent language skills in both German and English essential

What Can You Expect

Our team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program.

We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day.

At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

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Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.