Field Service Engineer
Illumina, Inc.
Hong Kong
5天前

All About Us

Headquartered in San Diego, California, Illumina (NASDAQ : ILMN), is a leading developer, manufacturer, and marketer of next generation life science tools and integrated systems for large-

scale analysis of genetic variation and biological function. These systems are enabling studies that were not even imaginable just a few years ago, and moving us closer to the realization of personalized medicine.

With the innovative advances in our sequencing technologies, we are rapidly impacting the clinical market in areas such as reproductive health and oncology.

The expanding Illumina oncology portfolio of next- generation sequencing NGS and microarray technologies is revolutionizing cancer genomics research.

Our customers include a broad range of academic, government, pharmaceutical, biotechnology, and other leading institutions around the globe.

lllumina has experienced phenomenal growth from $10 million in revenues in 2002 to over $1.4 billion in 2013. Forbes named Illumina #1 on the 2009 list of 25 Fastest-

Growing Technology Companies in the United States, the second time over a three year period that Forbes ranked Illumina #1 on its list of rapidly growing technology companies.

Illumina was also named #1 smartest company in the world as part of MIT’s 2014 Technology Review. As of August 2014, the company had a $24 billion market capitalization.

Position Summary :

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.
  • 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.

    Job Description ( 工作 说明 )

    Basic Function and Scope of the Position :

    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.

    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

    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.

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