Field Service Engineering Tech

Illumina; Athens (GA); On-site; USD 75,000 - 112,000; Full time

Benefits offered by this job

Genomics sequencing access

Family planning

Health/dental/vision insurance

Retirement benefits

Paid time off

Job summary

Illumina is seeking a Field Service Engineer 2 to provide on-site installation, upgrade, diagnostics, troubleshooting, and repair of complex Illumina instrumentation across Atlanta, GA or Birmingham, AL. You will build strong customer relationships, lead site meetings, and ensure high instrument uptime while coordinating with service and product teams.

The role requires a bachelor’s degree and 2+ years of related experience, with knowledge of biotech hardware, field optics, robotics, and Windows

Qualifications

• ~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

Responsibilities

• Install, upgrade, diagnose, troubleshoot, and repair complex Illumina instrumentation and systems onsite.
• Build and maintain strong relationships with customers and internal teams.
• Lead regular meetings and report metrics related to instrument performance and downtime.
• Schedule and perform equipment upgrades and new installations.
• Manage SFDC case management and other administrative tasks.
• Provide onsite training and support to other Field Service Engineers.
• Monitor instrument failures and analyze data to reduce downtime.
• Ensure inventory levels of service parts and adjust as needed.
• Collaborate with cross-regional teams and product support.

Skills

Installation & repair

Troubleshooting

Instrument uptime

SFDC administration

Customer relationships

Equipment upgrades

Documentation

Reporting & metrics

Cross-regional support

Training & mentoring

Inventory management

Site efficiency

Education

Bachelor’s degree

Tools

Windows OS

Networking

Job description

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.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. You will be expected to build and maintain strong relationships across in-district Service and Support teams.

• 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.
• 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

Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or equivalent work experience.

• ~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. 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, retirement benefits, and paid time off.

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

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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. 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 accommodations@illumina.