Field Service Engineer - Nordics

Posted 24 September 2023
LocationCambridge
Job type Permanent
Reference93342
Contact NameJochen Surrey

Job description

The Field Service Engineer position in the Nordics region involves partnering with customers to install and maintain hardware, troubleshooting, and resolving complaints. It also plays a role in pre- and post-sales engineering consulting, collaborating with the commercial team, and supporting instrument uptime and customer satisfaction. Here's a breakdown of the key details:

Location and Travel Requirements:

  • The position is based in either the Göteborg or Oslo area.
  • Travel is a significant aspect of this role, with an expectation of up to 75% travel within the Nordic region, particularly supporting customers in Sweden and Norway.

Responsibilities:

  1. Technical Support: Provide timely onsite technical assistance to customers, Field Applications Scientists/Specialists, and Territory Account Managers, serving as a bridge between the field organization and internal support.

  2. Instrument Maintenance: Demonstrate technical competence in installing, upgrading, repairing, and maintaining instrument systems within the defined territory.

  3. Documentation: Utilize and maintain up-to-date service and training manuals, Field Service Bulletins, SOPs, and facilitate remote connectivity to customer instrumentation.

  4. Technical Assistance: Offer technical support to customers, junior engineers, colleagues, and contractors.

  5. Service Requests: Coordinate and prioritize service requests to determine the best intervention method and ensure customer satisfaction.

  6. Inventory Management: Ensure proper inventory levels and control accuracy of service parts to promote first-time fix.

  7. Collaboration: Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades, and ensure timely contract renewals.

  8. Customer Relations: Establish and maintain relationships with key customers and the existing customer base to ensure their success in utilizing Illumina's products and services.

  9. Problem Resolution: Provide effective problem resolution assistance to subsidiary or distributor support.

  10. Professional Representation: Represent the company professionally, ethically, and morally at all times.

  11. Compliance: Remain compliant with administrative responsibilities and business rules.

  12. Qualification and Validation: Execute Qualification and Validation Products at customer sites, demonstrating knowledge when working in regulated environments.

  13. Large-Scale Installations: Coordinate new installations and participate in large-scale installations that may require facility inspections and instrument validation.

  14. Project Collaboration: Assist in departmental project teams and work collaboratively to advance project plans.

Requirements:

  • Experience: Relevant experience working within a similar role or as a Field Service Engineer.
  • Engineering Background: Ideally, experience in engineering, particularly with medical devices or analytical instruments, though other industry backgrounds will be considered.
  • Specific Skills: Familiarity with electronics engineering, optics, lasers, optical alignments, robotics, electrical/electronics, and mechanical systems.
  • Problem-Solving: Proven problem-solving ability.
  • Communication: Strong verbal and written communication skills, as well as competent technical writing abilities.
  • Computer Skills: Competency in computer usage is a must.
  • Lab Knowledge: Basic knowledge of general lab best practices and lab safety.
  • Customer Relations: Demonstrated ability to resolve customer issues while maintaining positive customer relations.
  • Language Skills: Fluent English language skills are required.
  • Willingness to Travel: Must be willing to travel up to 75%.

On offer is a comprehensive employee benefits package, including flexible time off, medical insurance, lifestyle allowances, and bonus/shares. This role requires a diverse skill set and a willingness to work closely with both customers and internal teams to ensure the successful operation instruments in the Nordic region.

The Field Service Engineer position in the Nordics region involves partnering with customers to install and maintain hardware, troubleshooting, and resolving complaints. It also plays a role in pre- and post-sales engineering consulting, collaborating with the commercial team, and supporting instrument uptime and customer satisfaction. Here's a breakdown of the key details:

Location and Travel Requirements:

  • The position is based in either the Göteborg or Oslo area.
  • Travel is a significant aspect of this role, with an expectation of up to 75% travel within the Nordic region, particularly supporting customers in Sweden and Norway.

Responsibilities:

  1. Technical Support: Provide timely onsite technical assistance to customers, Field Applications Scientists/Specialists, and Territory Account Managers, serving as a bridge between the field organization and internal support.

  2. Instrument Maintenance: Demonstrate technical competence in installing, upgrading, repairing, and maintaining instrument systems within the defined territory.

  3. Documentation: Utilize and maintain up-to-date service and training manuals, Field Service Bulletins, SOPs, and facilitate remote connectivity to customer instrumentation.

  4. Technical Assistance: Offer technical support to customers, junior engineers, colleagues, and contractors.

  5. Service Requests: Coordinate and prioritize service requests to determine the best intervention method and ensure customer satisfaction.

  6. Inventory Management: Ensure proper inventory levels and control accuracy of service parts to promote first-time fix.

  7. Collaboration: Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades, and ensure timely contract renewals.

  8. Customer Relations: Establish and maintain relationships with key customers and the existing customer base to ensure their success in utilizing Illumina's products and services.

  9. Problem Resolution: Provide effective problem resolution assistance to subsidiary or distributor support.

  10. Professional Representation: Represent the company professionally, ethically, and morally at all times.

  11. Compliance: Remain compliant with administrative responsibilities and business rules.

  12. Qualification and Validation: Execute Qualification and Validation Products at customer sites, demonstrating knowledge when working in regulated environments.

  13. Large-Scale Installations: Coordinate new installations and participate in large-scale installations that may require facility inspections and instrument validation.

  14. Project Collaboration: Assist in departmental project teams and work collaboratively to advance project plans.

Requirements:

  • Experience: Relevant experience working within a similar role or as a Field Service Engineer.
  • Engineering Background: Ideally, experience in engineering, particularly with medical devices or analytical instruments, though other industry backgrounds will be considered.
  • Specific Skills: Familiarity with electronics engineering, optics, lasers, optical alignments, robotics, electrical/electronics, and mechanical systems.
  • Problem-Solving: Proven problem-solving ability.
  • Communication: Strong verbal and written communication skills, as well as competent technical writing abilities.
  • Computer Skills: Competency in computer usage is a must.
  • Lab Knowledge: Basic knowledge of general lab best practices and lab safety.
  • Customer Relations: Demonstrated ability to resolve customer issues while maintaining positive customer relations.
  • Language Skills: Fluent English language skills are required.
  • Willingness to Travel: Must be willing to travel up to 75%.

On offer is a comprehensive employee benefits package, including flexible time off, medical insurance, lifestyle allowances, and bonus/shares. This role requires a diverse skill set and a willingness to work closely with both customers and internal teams to ensure the successful operation instruments in the Nordic region.