Field Service Engineer

1 Year ago • All levels • Software Development & Engineering

Job Summary

Job Description

Illumina is expanding access to genomic technology to realize health equity. The Field Service Engineer (FSE) role involves providing on-site service for Illumina equipment at customer sites, including installations, troubleshooting, servicing, and repairs of complex equipment and systems. The FSE will work closely with customers within their territory, offering dedicated service and liaising with colleagues for timely technical assistance. Illumina customers are at the forefront of genetics and Next Generation Sequencing (NGS), driving advancements in life sciences, oncology, reproductive health, agriculture, and other emerging markets. The FSE will contribute to a virtual extended team to meet customer expectations and enhance customer relationships.
Must have:
  • Valid UK driving license
  • Fluent English language skills
  • On-site service of Illumina equipment
  • Troubleshooting, servicing, and repairs
  • Responding to service requests
  • Maintaining customer information and databases
  • Managing service parts inventory
Good to have:
  • Qualification in Electrical/Electronic Engineering, Mechanical Engineering, Biosciences or similar
  • Multi-year relevant, field-based experience
  • Biotechnology/biomedical industry experience
  • Strong problem-solving skills
  • Excellent customer-facing skills
  • Ability to work autonomously
  • Familiarity with field optical alignments, robotics, fluidics, electrical/electronics, and mechanical systems
  • Previous experience in a fast-paced corporate environment
  • Working knowledge of common OS and applications (MS Word, PowerPoint, Excel, Outlook)

Job Details

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.

Field Service Engineer, Scotland

As a Field Service Engineer (FSE) at Illumina you are responsible for providing the on-site service of Illumina equipment at our customer sites, this includes installations, as well as overseeing any necessary troubleshooting, servicing and repairs of complex equipment and systems. You will be working closely with customers within your territory, providing a dedicated service as well as liaising with your colleagues to provide timely onsite technical assistance.

Illumina customers are at the forefront of genetics and NGS (Next Generation Sequencing), helping to deliver advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets.

Furthermore, as part of a virtual extended team (One Illumina), you will be contributing to enable all field service engineers to meet customer expectations aiming to enhance the customer experience and further cement customer relationships.

Requirements

This is a field based role which requires up to 80% of the time across your territory which will include all of Scotland, and on occasion also Northern England. You may also be required to support customers across UK & Ireland but this will be minimal. You will be based in Central Scotland, and it is essential for the role that you hold a valid UK driving license and have fluent English language skills.

Responsibilities will include:

  • 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
  • Serve as a focal point for problem resolution assistance to subsidiary or distributor support
  • Install, upgrade, repair, and maintain instrument systems within defined territory
  • Provide technical support to staff, contractors and customers
  • Special assignments and administrative duties as directed by Field Service Manager or designate
  • Respond to service requests and ensure high levels of customer satisfaction
  • Routinely complete administrative work, such as but not limited to: Time Reports, Expense Reports, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RMA Forms and Service Reports
  • Manage service parts inventory levels
  • Maintain up to date customer information, technical files and appropriate databases
  • Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
  • Maintain routine contact with existing customer base
  • Ability to drive and travel around Scotland, UK & Ireland, mainly Scotland as a key focus.

Preferred background, skills and experience:

  • Qualification in Electrical / Electronic Engineering, Mechanical Engineering, Biosciences or similar
  • Multi-year relevant, field based, experience
  • preferred previous experience in the biotechnology/biomedical industry, or applicable military experience
  • Demonstrable strong problem-solving skills
  • Excellent customer facing skills along with good technical abilities
  • Ability to work autonomously within a structured, remote team
  • Familiarity with field optical alignments, robotics, fluidics, electrical/electronics, and mechanical systems is advantageous
  • Previous experience within a fast-paced corporate environment is desirable
  • Working knowledge of the most common OS (Windows/Mac) and the most common applications (MS Word, PowerPoint, Excel and Outlook) is desirable


We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.

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About The Company

At Illumina, our goal is to apply innovative technologies and revolutionary assays to the analysis of genetic variation and function, making studies possible that were not even imaginable just a few years ago. These studies will help make the realization of personalized medicine possible. With such rapid advances in technology taking place, it is mission critical to have solutions that are not only innovative, but flexible, scalable, and complete with industry-leading support and service. As a global company that places high value on collaborative interactions, rapid delivery of solutions, and prioritizing the needs of its customers, we strive to meet this challenge. Illumina’s innovative, array-based solutions for DNA, RNA, and protein analysis serve as tools for disease research, drug development, and the development of molecular tests in the clinic.



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