Sr. Field Service Engineer (Los Angeles/Orange County)

About the role

What if the work you did every day could impact the lives of people you know? Or all of humanity?

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.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary

The Sr Field Service Engineer provides highly visible customer support through the performance of escalation support, high level installs, as well overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Coordinates and Manages complex customer repairs across the region with other departmental resources in order to drive customer outcomes to a successful resolution.

Responsibilities

• Approximate Travel 50-60%
• Ability to drive business of escalation support and coordinate resources to provide timely resolution of customer complaints
• Creativity in developing action plans with limited information
• Ensure that timely onsite technical assistance to customers, Field Applications specialists, and field salespeople is provided.
• Ensure effective problem resolution assistance to subsidiary or distributor support.
• Keep Service and Training manuals, Field Service Bulletins, and SOPs up to date.
• Install, upgrade, repair, and maintain instrument systems in defined territory.
• Delegate and ensure provision of technical support to staff, contractors and customers and may provide guidance to lower level personnel.
• District Partnership with assigned District Manager to drive necessary complaints to escalations.
• Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
• Maintain relationships with existing customer base and ensure their satisfaction with Service.
• Provide guidance and mentoring to mid and senior level field personnel.

Additional information

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

• Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
• 5+ year's relevant experience in the biotechnology/biomedical industry preferred
• Must be highly motivated and have strong problem solving ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities
• Must be able to work independently and as a team player
• Computer experience and literacy a must. Networking and LINUX knowledge a plus
• Candidate must live in Los Angeles or Orange County

Pay and benefits

The estimated base salary range for the Sr. Field Service Engineer (Los Angeles/Orange County) role based in the United States of America is: $90,000 - $135,000. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long-term growth in the role; therefore, most candidates are hired between the minimum and middle of the range.

Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. 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. This role is not eligible for visa sponsorship.