Illumina

Field Service Engineer, Remote

Illumina

full-time

Posted on:

Origin:  • 🇺🇸 United States • Oregon

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Salary

💰 $61,700 - $92,500 per year

Job Level

Junior

About the role

  • The Field Service Engineer plays a critical role in delivering exceptional on-site technical support for Illumina’s cutting-edge products.
  • Serves as a key liaison between customers and internal teams, ensuring optimal performance and satisfaction through expert service and support.
  • Primary on-site technical expert, supporting customers, Field Applications Scientists, and Sales Representatives.
  • Perform installation, upgrades, maintenance, and repairs on Illumina instrument systems.
  • Manage and prioritize service activities within the assigned territory to ensure timely response and resolution.
  • Maintain high levels of customer satisfaction through effective communication, technical expertise, and proactive service.
  • Monitor and manage service parts inventory to ensure availability and accuracy.
  • Keep detailed and up-to-date records in customer databases, service logs, and technical documentation.
  • Provide accurate and timely service reports, feedback, and documentation as required.
  • Collaborate with cross-functional teams to support instrument placements, identify sales opportunities, and promote service contracts and upgrades.
  • Maintain regular contact with existing customers to foster strong relationships and identify ongoing support needs.

Requirements

  • Bachelor’s degree in Electrical/Electronics Engineering, Mechanical Engineering, or a related field.
  • Equivalent military technical training or relevant experience in the biotechnology or biomedical industry is also considered.
  • 1-3 years of relevant field service or technical support experience.
  • Strong analytical and problem-solving skills with a proactive approach to troubleshooting.
  • Excellent verbal and written communication skills, including technical writing.
  • Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
  • Willingness to travel within the assigned territory as needed (>50%).