Field Service Engineer

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

This position is based in Lewisville, TX.

Field Service Engineer 2 - US1
 

Position Summary:  

 

The Field Service Engineer 2 position is responsible for customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 2 partners 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 broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction. 

This position will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.

 

This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations. 

 

Responsibilities:  

 

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers  

• Demonstrates 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 Bulletin, 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 best intervention method and ensure customer satisfaction. 

• Ensure proper inventory levels and control accuracy of service parts to promote first time fix 

• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc. 

• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services 

• Provide 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. 

• Executes Qualification and Validation Products at customer sites 

• Demonstrates knowledge when working in regulated environments 

• Coordinate new installations and participate in large-scale installations, that require facility inspections and instrument validation.  

• Assist in departmental project teams; work collaboratively to advance  project plans 

 

 

Requirements:  

• Minimum two years relevant Field Service experience 

• Ability to operate as an independent contributor and as a cooperative member of a team 

• Proven problem solving ability 

• Strong verbal and written communications skills 

• Competent technical writing abilities 

• Computer experience and competency is a must 

• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems  

• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work 

• Familiarity of genomics, sequencing applications, and bioinformatics 

• Basic knowledge of general lab best practices and lab safety 

• Demonstrated ability to resolve customer issues while maintaining positive customer relations. 

• Commitment to providing outstanding customer service. 

• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations 

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

The estimated base salary range for the Field Service Engineer role based in the United States of America is: $73,400 - $110,200. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship. Apply