Field Service Engineer

Illumina; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company committed to transforming human health through genomic technology. As a Field Service Engineer 1, you will play a pivotal role in customer success by providing technical support and maintaining cutting-edge hardware. This position offers the chance to work with talented professionals in an inclusive environment that values diversity and innovation. You'll be empowered to develop your skills while making a meaningful impact on the lives of patients worldwide. If you're ready to take on challenges and grow your career in a dynamic field, this opportunity is for you.

Qualifications

• 0 to 2 years of professional experience required.
• Basic troubleshooting and technical skills are essential.

Responsibilities

• Provide onsite technical assistance to customers and internal teams.
• Install, upgrade, and maintain instrument systems.
• Develop relationships with customers to ensure satisfaction.

Skills

Troubleshooting

Communication

Time Management

Collaboration

Education

Bachelor's Degree in Engineering or related field

Job description

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.

Please submit your resume in English. English fluency is a requirement for the position.

Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.

Position Overview

The Field Service Engineer 1 is expected to support and contribute to customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The role involves installing, maintaining, troubleshooting, and resolving complaints related to hardware.

Key Responsibilities

• Provide onsite technical assistance to customers, Field Applications Scientists/Specialists, and Territory Account Managers, acting as the interface between the field organization and internal support teams.
• Complete all assigned trainings and certifications to maintain compliance.
• Gain technical competence in installing, upgrading, repairing, and maintaining instrument systems within the defined territory.
• Stay updated with service manuals, bulletins, SOPs, and facilitate remote connectivity to customer instrumentation.
• Address technical needs of customers with assistance, ensuring customer satisfaction.
• Prioritize and coordinate service requests to determine the best intervention method.
• Manage inventory levels and control the accuracy of service parts.
• Develop relationships with sales and marketing teams to facilitate sales opportunities.
• Build relationships with key customers to ensure successful utilization of our products and services.
• Develop effective problem resolution relationships with subsidiary or distributor support with assistance.
• Represent the company professionally, ethically, and morally at all times.
• Maintain compliance with administrative responsibilities and business rules.
• Assist in executing Qualification and Validation Products at customer sites.
• Understand and operate within regulated environments.

Experience and Education

• Typically requires 0 to 2 years of professional experience.

At Illumina, we foster a diverse and inclusive workplace where everyone contributes to our mission. We are committed to equal opportunity employment and maintaining a workplace free from discrimination. If you require accommodation during the application or interview process, please contact [e-mail]. This role is not eligible for visa sponsorship.