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

Illumina; Montgomery (AL); On-site; USD 75,000 - 112,000; Full time

Job summary

Illumina is seeking a Field Service Engineer to install, diagnose, troubleshoot, and repair complex sequencing instruments at customer sites in Atlanta, GA or Birmingham, AL. You will deliver on-site technical support, build strong customer relationships, and ensure high instrument uptime.

The role requires a bachelor’s degree or higher with 2–6 years of relevant experience, willingness to travel up to 75%, and strong problem-solving and communication skills.

Qualifications

• Bachelor's degree and 2+ years related experience; or advanced degree.
• 2-6 years relevant experience or direct experience servicing our products.
• Willingness to travel up to 75%
• Highly motivated with strong problem-solving ability
• Operate as independent contributor and as part of a team
• Excellent verbal and written communication skills
• Biotech/biomedical knowledge or military experience
• Familiarity with optical alignments, robotics, electrical/electronics, and mechanical systems
• Technical knowledge of computer hardware, Windows OS, and networking
• Planning, scheduling, and prioritization skills

Responsibilities

• Install, repair and maintain Illumina platforms.
• Troubleshoot a wide range of complex customer problems.
• Monitor, schedule and prioritize tasks to maximize uptime and satisfaction.
• Complete post repair/install validation runs as required on all platforms.
• Manage SFDC case management in accordance with guidelines.
• Independently manage accounts and strengthen customer relationships.
• Schedule and perform equipment upgrades and new installations.
• Use and maintain service manuals, Bulletins and SOPs; enable remote connectivity.
• Escalate repairs as needed and be the primary escalation contact.
• Run reports on instrument failures and use data to reduce downtime.
• Lead meetings with site personnel reporting instrument metrics.
• Collaborate with NSST and product support on sustaining engineering.
• Coordinate rotational support across regions as needed.
• Provide onsite training to other Field Service Engineers.
• Identify site efficiencies to reduce mean time to repair and increase uptime.
• Maintain inventory levels of service parts and adjust as needed.

Skills

Problem solving

Verbal & written communication

Teamwork

Planning & prioritization

Instrumentation knowledge

Technical knowledge (Windows OS, and 9

Education

Bachelor's degree in related field

Advanced degree (MS/PhD)

Tools

SFDC

Remote connectivity tools

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.

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.

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

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.

Benefits

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.

Equality, Diversity and Inclusion

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.

Background Check

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.

Artificial Intelligence

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 .

Additional Information

To learn more, visit: 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.