Genomics Field Service Engineer II: Upgrades & Support

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

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.