Field Service Engineer 2 - Atlanta, GA OR Birmingham, AL
Illumina
Summary
The Field Service Engineer will 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. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. Delivers technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems. This role requires troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across in-district Service and Support teams.
Job description
Responsibilities
- 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 Field Service Engineers in troubleshooting complex issues
- Provide additional onsite training/support to other Field Service Engineers 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
Requirements
- Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
- 2-6 years relevant experience or direct experience servicing our products
- Must be highly motivated and have problem-solving ability
- Ability to operate as an independent contributor and as a cooperative member of a team
- Excellent verbal and written communications skills
- Biotechnology/Biomedical industry knowledge, or applicable military experience
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Technical knowledge of computer hardware, Windows OS, and networking
- Planning, scheduling, and prioritization skills
Requirements
- Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
- 2-6 years relevant experience or direct experience servicing our products
- Must be highly motivated and have problem-solving ability
- Ability to operate as an independent contributor and as a cooperative member of a team
- Excellent verbal and written communications skills
- Biotechnology/Biomedical industry knowledge, or applicable military experience
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Technical knowledge of computer hardware, Windows OS, and networking
- Planning, scheduling, and prioritization skills
Benefits
- Genomics sequencing access
- Family planning
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Paid time off
- Bonus program
- Commission program
- Equity
Company overview
Illumina is a global leader in genomics technology, founded in 1998 and headquartered in San Diego, California. As a pioneering biotechnology company, Illumina specializes in developing, manufacturing, and marketing integrated systems for genetic analysis, with a primary focus on DNA sequencing and array-based technologies. The company's mission is to improve human health by unlocking the power of the genome, serving customers across research, clinical, and applied markets worldwide. Illumina's innovative platforms, including the NovaSeq, HiSeq, MiSeq, and NextSeq series, have revolutionized genomic research and clinical applications, enabling breakthroughs in personalized medicine, disease research, and drug development. With over 9,000 employees across 27 countries, Illumina has established itself as the dominant force in next-generation sequencing, processing more than 90% of all DNA sequencing data globally. The company's technologies support diverse applications from cancer research and rare disease diagnosis to agricultural genomics and infectious disease surveillance, making genomic insights accessible to researchers and clinicians worldwide.