Sr. Field Service Engineer (Los Angeles/Orange County)
Illumina
Summary
The Sr Field Service Engineer provides highly visible customer support through the performance of escalation support, high level installs, as well overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Coordinates and Manages complex customer repairs across the region with other departmental resources in order to drive customer outcomes to a successful resolution.
Job description
Position Summary
The Sr Field Service Engineer provides highly visible customer support through the performance of escalation support, high level installs, as well overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Coordinates and Manages complex customer repairs across the region with other departmental resources in order to drive customer outcomes to a successful resolution.
Responsibilities
- Approximate Travel 50-60%
- Ability to drive business of escalation support and coordinate resources to provide timely resolution of customer complaints
- Creativity in developing action plans with limited information
- Ensure that timely onsite technical assistance to customers, Field Applications specialists, and field salespeople is provided.
- Ensure effective problem resolution assistance to subsidiary or distributor support.
- Keep Service and Training manuals, Field Service Bulletins, and SOPs up to date.
- Install, upgrade, repair, and maintain instrument systems in defined territory.
- Delegate and ensure provision of technical support to staff, contractors and customers and may provide guidance to lower level personnel.
- District Partnership with assigned District Manager to drive necessary complaints to escalations.
- Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
- Maintain relationships with existing customer base and ensure their satisfaction with Service.
- Provide guidance and mentoring to mid and senior level field personnel.
Requirements
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
- 5+ year’s relevant experience in the biotechnology/biomedical industry preferred
- Must be highly motivated and have strong problem solving ability
- Excellent verbal and written communications skills
- Must have good technical writing abilities
- Must be able to work independently and as a team player
- Computer experience and literacy a must. Networking and LINUX knowledge a plus
- Candidate must live in Los Angeles or Orange County
Requirements
- Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience
- 5+ years relevant experience in the biotechnology/biomedical industry preferred
- Must be highly motivated and have strong problem solving ability
- Excellent verbal and written communications skills
- Must have good technical writing abilities
- Must be able to work independently and as a team player
- Computer experience and literacy a must
- Networking and LINUX knowledge a plus
- Candidate must live in Los Angeles or Orange County
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Paid time off
- Family planning
- Genomics sequencing access
- 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.