Field Service Engineer

What if the work you did every day could impact the lives of people you know? 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.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

**Please submit your resume in English. English fluency is a requirement for the position.**

Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.

The Field Service Engineer 1 is expected to help support and contribute to customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 1 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution.

This role requires basic troubleshooting, communication, time management and collaboration skill. You will be expected to establish relationships across district Service and Support teams, Sales and Customer Service.

Position Summary

The Field Service Engineer 1 is expected to help support and contribute to customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 1 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution.

This role requires basic troubleshooting, communication, time management and collaboration skill. You will be expected to establish relationships across district Service and Support teams, Sales and Customer Service.

Responsibilities

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Complete and remain compliant on all assigned trainings and certifications
• Attain technical competence, with assistance, while installing, upgrading repairing, and maintaining instrument systems in defined territory
• Remain compliant and up to date with Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
• Understand and act on technical needs of customers with assistance
• Coordinate and prioritize with assistance, service requests to establish best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels and control accuracy of service parts to promote efficiency
• Develop relationships with sales and marketing staff to facilitate sales opportunities
• Establish relationships with key customers and existing customer base to ensure their success utilizing our products and services
• With assistance, develop effective problem resolution relationships with subsidiary or distributor support
• Represent the company professionally, ethically, and morally at all times.
• Remain compliant with administrative responsibilities and business rules.
• Executes Qualification and Validation Products at customer sites with assistance
• Develops an understanding of how to work in regulated environments
  
  

Experience/Education

• Typically requires 0 to 2 years of previous professional experience.
  
  

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. 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 [email protected]. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.