Field Service Engineer 2 - Colorado

Illumina•US - Colorado - Remote, CO

2d•$74,900 - $112,300

About The Position

The Field Service Engineer 2 is responsible for customer success and joins Illumina’s customer support team. The role partners with customers to install and maintain hardware, troubleshoot issues, and resolve complaints. It serves as an engineering consultant during pre- and post-sales activities and collaborates with the broader commercial team to support sales growth, instrument uptime, and customer satisfaction. The position requires travel within Colorado and Wyoming, with travel up to 50%.

Requirements

Typically, a bachelor’s degree in Electrical/Electronics Engineering, Mechanical Engineering, or a related field and at least 2 years of related experience; alternatively, applicable military experience or equivalent.
At least 2 years of relevant field service experience.
Willingness to travel within Colorado and Wyoming and up to 50%.
Ability to work independently and cooperatively as a team member.
Proven problem-solving ability.
Strong verbal and written communication skills.
Experience with optical alignments, robotics, electrical/electronics, and mechanical systems.
Familiarity with genomics, sequencing applications, and bioinformatics.
Basic knowledge of general laboratory best practices and lab safety.
Ability to resolve customer issues while maintaining positive customer relations.
Ability to work in a fast-paced, rapidly changing environment and remain composed in stressful situations.

Responsibilities

Provide timely onsite technical assistance to customers, Field Applications Scientists and Specialists, and Territory Account Managers, acting as an interface between the field organization and internal support teams.
Install, upgrade, repair, and maintain instrument systems in the assigned territory.
Use and maintain current service and training manuals, Field Service Bulletins, and SOPs, and facilitate remote connectivity to customer instrumentation.
Provide technical support to customers, junior engineers, colleagues, and contractors.
Coordinate and prioritize service requests to determine the best intervention method and ensure customer satisfaction.
Maintain appropriate service-parts inventory and inventory accuracy to promote first-time fixes.
Work with sales and marketing staff to coordinate new system placements, identify leads, promote upgrades, and support timely contract renewals.
Establish and maintain relationships with key customers and the existing customer base to support successful use of Illumina products and services.
Meet administrative responsibilities and comply with business rules.
Demonstrate knowledge when working in regulated environments.