[Hiring] Field Service Engineer 2 @Illumina

Role Description

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 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.

Location: US – Kansas City Metro area OR Central Iowa

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.
• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services.
• Remain compliant with administrative responsibilities and business rules.
• Demonstrates knowledge when 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.

Requirements

• Candidates must reside within Kansas City Metro area OR Central Iowa and be willing to travel as needed throughout nearby states, including Iowa, Nebraska, and Oklahoma.
• 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 communications skills.
• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems.
• Familiarity with genomics, sequencing applications, and bioinformatics.
• Basic knowledge of general lab best practices and lab safety.
• Demonstrated ability to resolve customer issues while maintaining positive customer relations.
• Ability to successfully operate in a fast-paced, rapidly changing environment and maintain composure in stressful situations.
• Must be willing to travel up to 70%.
• All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Education

• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience.

Benefits

• Estimated base salary range: $74,900 - $112,300.
• Eligible for one of our variable cash programs (bonus or commission).
• Eligible roles may receive equity as part of the compensation package.
• Access to genomics sequencing.
• Family planning, health/dental/vision benefits.
• Retirement benefits.
• Paid time off.