Field Service Engineer

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.