Field Service Engineer 2, Austin TX

📋 Description

• • Perform on-site installation, repair, maintenance, and upgrade of complex Illumina genomic instrumentation and systems.
• • Troubleshoot a wide variety of complex customer-reported technical issues with precision and efficiency.
• • Proactively monitor, schedule, and prioritize service tasks to maximize instrument uptime and ensure high customer satisfaction.
• • Complete post-repair and post-installation validation runs on all Illumina platforms as required.
• • Manage all administrative tasks including SFDC case management with accuracy and adherence to established guidelines.
• • Independently manage customer accounts, building and strengthening long-term relationships with site personnel.
• • Schedule and execute equipment upgrades and new installations at customer locations.
• • Utilize and maintain current Service and training manuals, Field Service Bulletins, SOPs, and remote connectivity tools for customer instrumentation.
• • Escalate complex repairs as needed and serve as the primary point of contact for escalation-related activities.
• • Analyze instrument failure reports and use data to proactively service equipment and prevent costly downtime.
• • Lead regular meetings with customer site personnel to report on instrument performance metrics, downtime, and service trends.
• • Partner with NSST and product support teams on sustaining engineering activities, including product performance monitoring and improvement initiatives.
• • Coordinate and oversee rotational support from other regions or local teams as needed.
• • Serve as a technical resource to assist other Field Service Engineers in resolving complex issues.
• • Provide onsite training and mentorship to other Service Support Engineers to enhance team skill development.
• • Identify operational efficiencies to reduce mean time between repairs and increase overall instrument uptime.
• • Maintain proper inventory levels of service parts and recommend adjustments based on usage and demand.
• • Operate independently as an individual contributor while collaborating effectively within regional and global service teams.
• • Ensure compliance with all safety, quality, and procedural standards in field service operations.
• • Communicate technical information clearly to both technical and non-technical customer stakeholders.
• • Maintain up-to-date knowledge of Illumina platforms, software, and service protocols through continuous learning and training.
• • Adhere to company policies regarding data security, documentation, and ethical conduct in all customer interactions.