Field Service Engineer 2 - Colorado

Illumina; United States; On-site; USD 75,000 - 112,000; Full time

Job summary

Illumina is seeking a Field Service Engineer 2 to support customers across Colorado and Wyoming. The role involves installing, calibrating, and servicing genomic instruments, resolving issues, and ensuring high uptime while collaborating with sales and support teams.

Ideal candidates have a technical degree, at least two years of field service experience, strong communication skills, and a willingness to travel up to 50%.

Qualifications

• Requires a Bachelor's in Electrical/Electronics or Mechanical Engineering or equivalent.
• Minimum two years of field service experience and ability to travel in Colorado and Wyoming up to 50%.
• Strong problem-solving, communication, and teamwork skills.

Responsibilities

• Interface between field organization and internal support with timely onsite assistance.
• Install, upgrade, repair, and maintain instrument systems in territory.
• Provide technical support to customers, junior engineers, and colleagues.
• Coordinate service requests to ensure first-time fix and customer satisfaction.
• Maintain inventory levels and support contract renewals.

Skills

Field service

Technical troubleshooting

Customer communication

Electrical/electronics

Robotics

Optical alignment

Genomics knowledge

Bioinformatics familiarity

Lab safety

Education

Bachelor's in Electrical/ Electronics Engineering

Bachelor's in Mechanical Engineering

Tools

SOPs

Field Service Bulletins

Remote connectivity tools

Instrumentation maintenance 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 2 position is responsible for customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 2 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction.

This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Responsibilities:

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Utilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation
• Provide technical support to customers, Junior engineers, colleagues and contractors.
• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels and control accuracy of service parts to promote first time fix
• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services
• Remain compliant with administrative responsibilities and business rules.
• Demonstrates knowledge when working in regulated environments

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Requirements:

• Typically requires a Bachelor's Degree in Electrical/Electronics Engineering, Mechanical Engineering, related degree and a minimum of 2 years of related experience; Or applicable military experience; or equivalent
• Willing to travel within Colorado and Wyoming
• Minimum two years relevant Field Service experience
• Ability to operate as an independent contributor and as a cooperative member of a team
• Proven problem solving ability
• Strong verbal and written communications skills
• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems
• Familiarity of genomics, sequencing applications, and bioinformatics
• Basic knowledge of general lab best practices and lab safety
• Demonstrated ability to resolve customer issues while maintaining positive customer relations.
• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations
• Must be willing to travel up to 50%

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

The estimated base salary range for the Field Service Engineer 2 - Colorado 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. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retire