You’ll be working closely with your customers, providing a dedicated service as well as liaising with your colleagues (field or office based) to provide timely onsite technical assistance. Furthermore, as part of a virtual extended team (One Illumina), you will be contributing to enable all field service engineers to meet customer expectations aiming to enhance the customer experience and further cement customer relationships.
Your customers are at the forefront of genetics and NGS (Next Generation Sequencing), helping to deliver advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets. If you want to push boundaries and join a culture fuelled by innovation, collaboration and openness. If you want a brilliant, fast-paced, mission-driven environment, then Illumina is the place for you.

Responsibilities will include:
Interface 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
Install, upgrade, repair, and maintain instrument systems within defined territory
Provide technical support to staff, contractors and customers
Special assignments and administrative duties as directed by Field Service Manager or designate
Respond to service requests and ensure customer satisfaction
Routinely complete administrative paperwork, such as but not limited to: Time Reports, Expense Reports, Service Agreement Quotations, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RMA Forms and Service Reports
Manage service parts inventory levels
Maintain up to date customer information, technical files and appropriate databases
Provide timely and accurate reports as requested
Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
Maintain routine contact with existing customer base
Up to 70% travel is required

Preferred background, skills and experience:
Qualification in Electrical / Electronic Engineering, Mechanical Engineering, Biosciences or similar
Multi-year relevant, field-based, experience
Previous experience in the biotechnology/biomedical industry, or applicable military experience
Demonstrable strong problem-solving skills
Excellent customer facing skills along with good technical writing abilities
Ability to work autonomously within a structured, remote team
Familiarity with field optical alignments, robotics, fluidics, electrical/electronics, and mechanical systems is advantageous
Previous experience within a fast-paced corporate environment is desirable
Working knowledge of the most common OS (Windows/Mac) and the most common applications (MS Word, PowerPoint, Excel and Outlook) is desirable
Fluent in Italian and good English language knowledge, sufficient for technical discussions in verbal and written form

INDEUR
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.

Click here to Apply Online