Field Service Engineer 2 - Atlanta, GA OR Birmingham, AL

Illumina•US - Alabama - Remote, AL

1d•$74,900 - $112,300•Onsite

About The Position

The Field Service Engineer provides on-site support for the installation, upgrading, diagnosis, troubleshooting, service, and repair of complex Illumina instruments and systems. The role is part of an award-winning customer support team and requires strong troubleshooting, communication, time-management, situational-awareness, composure under pressure, and collaboration skills. The engineer builds and maintains relationships with customers and in-district Service and Support teams, and provides feedback to management while identifying opportunities to improve operational efficiency. The position is based in Atlanta, Georgia, or Birmingham, Alabama. The estimated U.S. base salary range is $74,900–$112,300, with placement determined by experience, skills, location, and internal equity. Employees are eligible for a variable cash program, and eligible roles may receive equity. Benefits include access to genomics sequencing, family-planning support, health, dental and vision coverage, retirement benefits, and paid time off. The role is not eligible for visa sponsorship.

Requirements

Typically requires a bachelor’s degree and at least 2 years of related experience; alternatively, an advanced degree without experience or equivalent work experience.
2–6 years of relevant experience or direct experience servicing Illumina products.
High motivation and problem-solving ability.
Ability to work independently and cooperatively as a team member.
Excellent verbal and written communication skills.
Biotechnology or biomedical industry knowledge, or applicable military experience.
Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems.
Technical knowledge of computer hardware, Windows operating systems, and networking.
Planning, scheduling, and prioritization skills.

Responsibilities

Install, repair, and maintain Illumina platforms.
Troubleshoot a wide variety of complex problems reported by customers.
Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction.
Complete post-repair and post-installation validation runs as required on all platforms.
Manage SFDC case administration accurately and within established guidelines, and suggest or implement changes when needed.
Independently manage accounts and build and strengthen customer relationships.
Schedule and perform equipment upgrades and new installations.
Use and maintain current Service and training manuals, Field Service Bulletins, and SOPs, and facilitate remote connectivity to customer instrumentation.
Escalate repairs as needed and serve as the primary point of contact for related escalation activities.
Run reports on instrument failures and use the data to proactively service instruments and avoid costly downtime.
Lead regular meetings with site personnel and report metrics related to instrument performance and downtime.
Partner with NSST and product support on ongoing sustaining-engineering activities, including product-performance monitoring and improvement efforts.
Communicate and oversee local or out-of-region rotational support.
Assist other Field Service Engineers with troubleshooting complex issues.
Provide additional on-site training and support to develop other Field Service Engineers’ skills.
Identify site-efficiency improvements that reduce mean time between repairs and increase instrument uptime.
Maintain appropriate service-parts inventory levels and adjust them as needed.

Benefits

Variable cash program (bonus or commission) eligibility
Equity for eligible roles
Access to genomics sequencing
Family-planning benefits
Health insurance
Dental insurance
Vision insurance
Retirement benefits
Paid time off
Employee Resource Groups offering career-development experiences, cultural awareness, and social-responsibility engagement opportunities