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.
Responsibilities:
Act as an essential interface between the field organization and internal support structure by providing timely onsite technical assistance to customers, Field Applications specialists, and field salespeople.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.Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Requirements:
Minimum 4 years of relevant experience.Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems.Prior experience in troubleshooting molecular biology instruments is a plus.All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Education:
BS in Electrical/Electronic Engineering, Mechanical Engineering, or related degree with knowledge in the biotechnology/biomedical industry.Job Description (工作说明)
岗位概述：
通过现场安装给客户提供及时的支持，并监督跟进设备和系统的必要诊断、故障排除、服务和维修。
任务和职责：
现场为客户、现场应用专员和现场销售人员提供及时的技术援助，以负责现场组织与内部支持结构之间的主要协调工作。充当协助解决附属公司或经销商支持问题的焦点角色。 负责编辑、编写和修改服务和培训手册、现场服务通告和标准操作规程。在指定地区安装、升级、维修和维护仪器系统。为员工、承包商和客户提供技术支持。管理包含经销商的服务人员在内的服务领域。响应服务请求并确保客户满意度。管理工作部件的库存级别。维护最新的客户信息、技术文件和适当的数据库。根据要求及时提供准确的报告。与其他员工一道来协调新系统布局、发展大型客户、促进升级和合同续签等。维护与现有客户群的日常沟通。以上任务和职责只是此职位的基本职能；随着企业运营情况的变化，您可能需要适度承担一些额外的工作。
岗位要求：
至少4年相关工作经验.熟悉现场光学定位、机器人、电气/电子、和机械系统有分子生物学仪器故障排除经验者加分所列要求为本工作岗位的基本要求，在不同的业务情况下可能会做出合理增加任务和职责的调整。
教育背景:
电气/电子工程、机械工程理科学士，或者具有生物技术/生物医学行业知识的有关学位。Illumina believes that everyone has the ability to make an impact, and 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.