Field Service Engineer - Italy (Milan)

Field Service Engineer - Italy (Milan)

As a Field Service Engineer at Illumina, you will partner with customers to install and maintain all hardware including customer troubleshooting and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth, support instrument uptime, and customer satisfaction.

It is essential to have a valid driving license within Italy with the flexibility to travel up to 90% across the region. It is essential for the successful candidate to be living in the Milan area.

For this role, it is essential that you are fluent in English as well as Italian.

Responsibilities:

• 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 advanced technical competence while installing, upgrading, repairing, and maintaining instrument systems in defined territory.
• Utilize and maintain up-to-date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
• Provide technical support to customers, junior engineers, colleagues, and contractors.
• Coordinate and prioritize service requests to establish the best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels of service parts to promote first-time fix.
• Work in conjunction with sales and marketing staff to coordinate new system placements, develop leads, promote upgrades, and timely contract renewals.
• Establish and maintain strong relationships with key customers and the existing customer base to ensure their success utilizing our products and services.
• Ensure 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.
• Execute Qualification and Validation Products at customer sites.
• Demonstrate knowledge when working in regulated environments.
• Coordinate new installations, including large-scale installations, that require facility inspections and instrument validation.
• Participate in departmental project teams; work collaboratively to ensure successful execution of project plans.

Requirements:

• BS in Electrical/Electronics/Informatic Engineering, Mechanical Engineering, related degree in biotechnology/biomedical or equivalent work experience and knowledge.
• Some experience working within a Field Service engineer role would be desirable, preferably within the medical device sector.
• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems would be a bonus.
• Problem-solving ability.
• Excellent verbal and written communications skills.
• Computer experience and competency is a must.
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work.
• Working familiarity with genomics, sequencing applications, bioinformatics, and methods that apply to Illumina technology preferred.
• Proficient with general lab best practices and lab safety.
• Clear vision of and 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 90%.

What can you expect:

Our team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day.

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.

About Us

The potential of genomics to change the world is unparalleled. At Illumina, we are leading the way. Our technology empowers researchers and clinicians globally to improve cancer treatments, change the course of diseases, protect the environment, and fight food insecurity. We are made up of dedicated professionals, all-in on creating a better world – and we need every skill set on our path to making genomics useful for all.