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.

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

All About You

Tasks and Responsibilities:

• Assists 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

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

Preferred Education:

• BS in Electrical/Electronics Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience.

Preferred Experience:

• 2-5 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
• Working knowledge of Visio a plus
• 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

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.