Field Service Engineer 2 - Atlanta, GA OR Birmingham, AL

Illumina; Alabama; Hybrid; USD 75,000 - 112,000; Full time

Benefits offered by this job

Access to genomics sequencing

Family planning benefits

Health/dental/vision insurance

Retirement benefits

Paid time off

Job summary

Illumina is seeking a Field Service Engineer 2 to service genomic platforms in the Atlanta, GA or Birmingham, AL area. The role focuses on installation, repair, validation, and proactive maintenance to maximize uptime and customer satisfaction.

The candidate will manage accounts, coordinate upgrades, and work with cross-functional teams to drive improvements. Travel up to 75% is required and a strong customer-focus is essential for success.

Qualifications

• Bachelor’s degree in a related field; 2–6 years servicing Illumina products.
• Willing to travel up to 75% across regions.
• Strong problem-solving and communication skills are essential.
• Ability to work independently and as part of a team.
• Biotechnology knowledge or relevant military experience is a plus.

Responsibilities

• Proficient at installation, repair and maintenance of Illumina platforms.
• Troubleshoot a wide variety of complex customer reported problems.
• Monitor, schedule, and prioritize tasks to maximize instrument uptime.
• Complete post repair/install validation runs as required on all platforms.
• Manage SFDC case management with quality and guidelines adherence.
• Independently manage accounts and strengthen customer relationships.
• Schedule and perform equipment upgrades and new installations.
• Utilize and maintain service manuals, SOPs, and remote connectivity.
• Escalate repairs as needed and be primary contact for escalation activities.
• Run instrument failure reports and use data to prevent downtime.
• Lead meetings with site personnel reporting metrics on performance and downtime.
• Partner with NSST and product support for sustaining engineering activities.
• Coordinate rotational support locally or from other regions.
• Support other Field Service Engineers to develop skills.
• Provide onsite training/support to grow the team’s capabilities.
• Identify site efficiencies to reduce repair time and increase uptime.
• Ensure proper inventory levels of service parts and adjust as needed.
• Perform additional tasks as business conditions require.

Skills

Problem solving

Verbal communication

Written communication

Team collaboration

Independent contributor

Travel up to 75%

Education

Bachelor's degree or higher

Tools

Windows OS

Networking

Hardware knowledge

Robotics

Electrical/electronics

Mechanical systems

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.

Location: Atlanta, Georgia OR Birmingham, AL

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

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 willing to travel up to 75%.
• 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.

Salary & Perks

The estimated base salary range for the Field Service Engineer 2 - Atlanta, GA OR Birmingham, AL role based in the United States of America is: $74,900 - $112,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long‑term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. 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.

• access to genomics sequencing
• family planning
• health/dental/vision
• retirement benefits
• paid time off

Company Culture

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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.

Additional 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.

Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact [e-mail].

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. The potential of genomics to change the world is unparalleled. At Illumina, we are leading the way. Our technology empowers researchers and clinicians globally to improve cancer treatments, change the course of diseases, protect the environment, and fight food insecurity. We are made up of dedicated professionals, all-in on creating a better world – and we need every skill set on our path to making genomics useful for all. Learn more about life at Illumina.