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.

• 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

• 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

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.