• Provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems. • Provides feedback to Manager and identifies opportunities to promote efficiency in day to day operations. • Deliver technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems. • Build and maintain strong relationships across in-district Service and Support teams. • Proficient at installation, repair and maintenance of Illumina platforms. • Troubleshoot a wide variety of complex customer reported problems. • Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction. • Responsible for completing post repair/install validation runs as required on all platforms. • Manage all administrative tasks (SFDC case management) in a quality manner and within the established guidelines, making suggestions and changes when needed. • Independently manage account, build and help strengthen customer relationships. • Schedule and perform equipment upgrades and new installations. • Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation. • Responsible for escalating repairs as needed and primary point of contact for escalation related activities. • Running reports on instrument failures and using data to proactively service instruments in order to avoid costly downtime. • Lead regular meetings with site personal reporting out metrics related to instrument performance, downtime etc. • Partner with NSST and product support for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts). • Responsible for communicating and overseeing any rotational support locally or from other regions. • Resource to assist other SSE’s in troubleshooting complex issues. • Provide additional onsite training/support to other SSE’s to further develop their skill sets. • Identify opportunities for gaining site efficiencies which will promote a decrease in mean time between repair and increase instrument uptime. • Ensure proper inventory levels of service parts and make changes as needed.