Sr. Field Service Engineer (Los Angeles/Orange County)

Illumina, Inc.; United States; Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision coverage

Retirement benefits

Paid time off

Job summary

Illumina, Inc. offers senior-level field service for complex instrument systems across Los Angeles and Orange County.

The role covers installations, upgrades, maintenance, and escalated troubleshooting, coordinating with customer-facing and technical teams to bring issues to resolution. The ideal candidate has a bachelor’s degree (or higher) with several years of related experience, strong troubleshooting, and clear communication skills.

Qualifications

• Bachelor’s degree or higher with related field and experience.
• Master’s degree with 3+ years relevant experience is a plus.
• PhD or equivalent work experience considered.

Responsibilities

• Install, upgrade, repair, and maintain instruments at customer sites within the territory.
• Lead responses to escalated complaints; develop action plans and coordinate resources.
• Provide onsite technical support to customers and field teams; assist partners with problem resolution.
• Coordinate support from staff, contractors, and customers; mentor field personnel.
• Maintain current service manuals, bulletins, and procedures.
• Collaborate with district and service colleagues on placements, upgrades, renewals, and customer satisfaction.

Skills

Troubleshooting

Communication skills

Technical writing

Independent worker

Computer literacy

Education

Bachelor’s degree + 5 years experience or equivalent

Master’s degree + 3 years

PhD or equivalent

Tools

Networking knowledge

Linux

Job description

Role overview

Provide senior-level field service for complex instrument systems in the Los Angeles and Orange County area. The work includes installations, upgrades, maintenance, and escalated troubleshooting, with coordination across customer-facing and technical teams to bring service issues to resolution.

Responsibilities

• Install, upgrade, repair, and maintain instruments at customer sites across the assigned territory.
• Lead responses to escalated complaints, develop action plans from limited information, and coordinate resources to resolve issues promptly.
• Provide onsite technical support to customers and field applications and sales colleagues; assist subsidiary or distributor support teams with problem resolution.
• Coordinate technical support from staff, contractors, and customers, and mentor field service personnel.
• Keep service and training manuals, field service bulletins, and standard procedures current.
• Work with district and service colleagues on system placements, upgrades, contract renewals, and customer satisfaction.

Requirements

• Typically, a bachelor’s degree and at least 5 years of related experience, a master’s degree and 3 years, a PhD, or equivalent work experience.
• Strong troubleshooting and problem-solving skills, with the ability to work independently and collaboratively.
• Clear verbal and written communication and technical writing skills.
• Computer literacy and ability to manage service work across a field territory.
• Must live in Los Angeles or Orange County.

Nice to have

• Five or more years of biotechnology or biomedical industry experience.
• Networking or Linux knowledge.

Benefits and work setup

The position involves approximately 50–60% travel. The listed U.S. base salary range is $90,000–$135,000, with eligibility for a variable cash program and possible equity for eligible roles. Benefits include health, dental and vision coverage, retirement benefits, and paid time off.