Field Service Engineer 2

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Provide daily on-site assistance for the installation, upgrades, diagnostics, troubleshooting, and repair of intricate equipment and systems.

• Offer technical support for Illumina instruments and systems at customer locations.

• Provide insights to the Manager and identify opportunities for operational improvements.

• Address complex issues reported by customers through troubleshooting.

• Oversee, schedule, and prioritize tasks to optimize instrument uptime and enhance customer satisfaction.

• Conduct post-repair and post-installation validation runs.

• Administer SFDC case management in accordance with quality standards.

• Manage accounts while building and nurturing customer relationships.

• Schedule and execute equipment upgrades and new installations.

• Keep service and training manuals, Field Service Bulletins, and SOPs up-to-date.

• Enable remote connectivity to customer instruments.

• Escalate repairs and act as the primary contact for escalation activities.

• Analyze instrument failure reports and proactively service instruments to minimize downtime.

• Lead site meetings and provide metrics on instrument performance and downtime.

• Collaborate with NSST and product support on sustaining engineering initiatives.

• Communicate and manage rotational support locally or from other regions.

• Assist fellow Field Service Engineers with complex troubleshooting tasks.

• Provide on-site training and support to other Field Service Engineers.

• Identify site efficiencies to decrease mean time to repair and enhance instrument uptime.

• Maintain appropriate levels of service-parts inventory.

⛳️ Requirements

• Generally requires a Bachelor’s degree and at least 2 years of related experience; or an advanced degree without experience; or equivalent professional experience.

• 2–6 years of relevant experience or direct experience servicing Illumina products.

• Highly driven with strong problem-solving capabilities.

• Ability to function as an independent contributor and a collaborative team member.

• Outstanding verbal and written communication skills.

• Knowledge of the Biotechnology/Biomedical industry or relevant military experience.

• Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems.

• Technical proficiency in computer hardware, Windows OS, and networking.

• Skills in planning, scheduling, and prioritization.

• Must not require visa sponsorship.

• Background check may be necessary after a conditional offer.

🏝️ Benefits

• Variable cash program (bonus or commission).

• Equity for eligible positions.

• Access to genomics sequencing.

• Family planning benefits.

• Health, dental, and vision insurance.

• Retirement benefits.

• Paid time off.

• Employee Resource Groups offering career development opportunities, cultural awareness, and social responsibility initiatives.