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.

This position is based in Lewisville, TX.

Field Service Engineer 2 - US1
 

Position Summary:  

 

The Field Service Engineer 2 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 2 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction. 

This position will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.

 

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. 

 

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  

• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory 

• Utilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation 

• Provide technical support to customers, Junior engineers, colleagues and contractors. 

• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction. 

• Ensure proper inventory levels and control accuracy of service parts to promote first time fix 

• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc. 

• Establish and maintain