Illumina, Inc. is looking for an Onsite Field Service Engineer 2 to join our team in Houston, TX. You will provide daily on-site support, performing installation, upgrades, diagnosis, and repair of complex Illumina equipment and systems. As part of an award-winning customer support team, you will deliver essential technical support and build strong relationships across service and support functions.
What You'll Do
- Perform installation, repair, and maintenance of Illumina platforms
- Troubleshoot a wide variety of complex customer-reported problems
- Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction
- Complete post-repair and post-installation validation runs as required
- Manage all administrative tasks, including SFDC case management, within established guidelines
- Independently manage your account and build strong customer relationships
- Schedule and perform equipment upgrades and new installations
- Utilize and maintain updated service and training manuals, Field Service Bulletins, and SOPs
- Escalate repairs as needed and serve as the primary point of contact for escalation-related activities
- Run reports on instrument failures and use data to proactively service instruments
- Lead regular meetings with site personnel to report metrics on instrument performance and downtime
- Partner with NSST and product support for ongoing sustaining engineering activities
- Communicate and oversee any rotational support from local or other regions
- Assist other engineers in troubleshooting complex issues
- Provide additional on-site training and support to further develop team skillsets
- Identify opportunities for gaining site efficiencies to decrease repair time and increase uptime
- Ensure proper inventory levels of service parts
What We're Looking For
- Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
- 2-6 years of relevant experience or direct experience servicing Illumina products
- Demonstrated problem-solving ability and high motivation
- Ability to operate as an independent contributor and a cooperative team member
- Excellent verbal and written communication skills
- Biotechnology/Biomedical industry knowledge, or applicable military experience
- Experience using electronic troubleshooting equipment, including DVM and Oscilloscope
- Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems
- Technical knowledge of computer hardware, Windows OS, and networking
- Strong planning, scheduling, and prioritization skills
Technical Stack
- Illumina instrumentation and systems
- Windows OS
- Networking
Team & Environment
You will be part of an award-winning customer support team, building relationships across in-district Service and Support teams and reporting to a Manager.
Benefits & Compensation
- Compensation range: $74,900 - $112,300 per year
- Eligible roles may receive equity as part of the compensation package
- Access to genomics sequencing
- Family planning support
- Health, dental, and vision insurance
- Retirement benefits
- Paid time off
- Variable cash programs (bonus or commission)
Work Mode
This is an onsite position based in Houston, TX.
We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.
