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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support and maintenance for Illumina instrumentation, ensuring optimal instrument uptime and customer satisfaction. Proficient in troubleshooting complex systems and fostering strong customer relationships while adhering to quality guidelines.
Highest-signal resume keywords
Illumina Instrumentation SupportTroubleshooting Complex SystemsField Service EngineeringCustomer Relationship ManagementBiotechnology Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Installation and Maintenance of Illumina PlatformsTechnical Support for Illumina SystemsField Optical AlignmentsRoboticsElectrical/Electronics SystemsMechanical SystemsComputer Hardware KnowledgeWindows OS ProficiencyNetworking SkillsPost-Repair Validation Runs
Soft Skills
Problem-Solving AbilityExcellent Verbal CommunicationExcellent Written CommunicationPlanning and Scheduling SkillsTeam Collaboration
Tools & Technologies
SFDC Case AdministrationService-Parts Inventory ManagementField Service BulletinsStandard Operating Procedures (SOPs)Remote Connectivity Tools
Industry Keywords
BiotechnologyBiomedicalOperational EfficiencyCustomer SatisfactionMean Time Between Repair
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Provide daily on-site support for installation, upgrades, diagnosis, troubleshooting, and repair of complex equipment and systems
- Provide technical support for Illumina instrumentation and systems
- Provide feedback to the Manager and identify operational efficiency opportunities
- Install, repair, and maintain Illumina platforms
- Troubleshoot complex customer-reported problems
- Monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
- Complete post-repair and post-installation validation runs
- Manage SFDC case administration within established quality guidelines
- Manage accounts and build customer relationships
- Schedule and perform equipment upgrades and new installations
- Maintain current service and training manuals, Field Service Bulletins, and SOPs
- Facilitate remote connectivity to customer instrumentation
- Escalate repairs and serve as primary contact for escalation activities
- Analyze instrument-failure reports to proactively service instruments and avoid downtime
- Lead regular meetings and report metrics on instrument performance and downtime
- Partner with NSST and product support on sustaining engineering activities
- Coordinate rotational support locally and from other regions
- Assist other Field Service Engineers with complex troubleshooting
- Provide onsite training and support to other Field Service Engineers
- Identify site efficiencies to reduce mean time between repair and increase instrument uptime
- Maintain appropriate service-parts inventory levels
Requirements
What you’ll need- Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
- 2–6 years of relevant experience or direct experience servicing Illumina products
- Highly motivated with problem-solving ability
- Ability to operate independently and as a cooperative team member
- Excellent verbal and written communication skills
- Biotechnology/Biomedical industry knowledge, or applicable military experience
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Technical knowledge of computer hardware, Windows OS, and networking
- Planning, scheduling, and prioritization skills
- This role is not eligible for visa sponsorship
- Background check required after a conditional offer
Benefits
Comp & perks- Access to genomics sequencing
- Family planning benefits
- Health, dental, and vision benefits
- Retirement benefits
- Paid time off
- Variable cash programs (bonus or commission)
- Equity for eligible roles
- Employee Resource Groups offering career development experiences, cultural awareness, and social responsibility opportunities