Field Service Engineer - Madison, WI

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.

Field Service Engineer - Madison, WI

Position Summary

The Field Service Engineer position is responsible for 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 partners with customers to install and maintain Illumina instrumentation including troubleshooting and complaint resolution. This position also serves as an engineering consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth, support instrument uptime, and customer satisfaction.

This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Key Responsibilities

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to customers and stakeholders
• Demonstrate technical competence while installing, upgrading, repairing, and maintaining Illumina instruments in a defined territory
• Ability to align optical systems, troubleshoot and repair fluidic and mechanical systems
• Utilize and maintain up to date service documents, field service bulletins, SOP's, and facilitate remote connectivity to customer instrumentation
• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction
• Ensure proper inventory levels and control accuracy of service parts stock to promote a first time fix
• Partner with sales and marketing to coordinate new system placements, discover leads, promote upgrades, and timely contract renewals
• Establish and maintain relationships with customers to ensure their success utilizing Illumina products and services
• Remain compliant with administrative responsibilities and business expectations
• Understand and demonstrate the skills required for working in regulated environments

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Desired Qualifications

• Minimum two years relevant Field Service Experience
• Ability to operate as an independent contributor and as a cooperative member of a team
• Proven problem solving ability
• Strong verbal and written communication skills
• Experience with optical alignments, electrical/electronics, and mechanical systems
• Familiarity with genomics, sequencing, and bioinformatics
• Strong experience working with both Windows and Linux operating systems and systems networking
• Ability to resolve customer issues while maintaining positive customer relations
• Ability to operate in a fast paced, rapidly changing environment and maintain composure in stressful situations
• Must be willing to travel up to 80%

Education/Experience

• Bachelor's Degree in Electrical/Electronic Engineering, Mechanical Engineering, Biomedical Engineering, related degree or certificate with knowledge in the biotechnology/biomedical industry and a minimum of 2 years related experience; or applicable military training and experience; or equivalent.

The estimated base salary range for the Field Service Engineer - Madison, WI role based in the United States of America is: $66,700 - $100,100. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or co