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.

All About You

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 satisf.
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.

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Job Deion (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是一家领先的生命科学工具和综合系统开发、制造和营销商，其产品主要用于大规模分析遗传变异及其功能。这些系统让在几年前还不敢想象的研究得以顺利开展，使我们更加靠近实现个性化医疗的目标。随着技术的飞速进步，提供创新、灵活、可扩展的解决方案和业内领先的支持服务配套至关重要。
我们致力于通过强调互动协作、快速交付解决方案、满足客户需求来面对这项挑战。
我们的客户广泛分布于全球，涵盖了学术组织、政府部门、制药厂商、生物技术公司和其他领先的机构。