Field Service Engineer 1 (Remote)

About Illumina

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.

Must live in Portland Oregon or surrounding areas

Employment Type: Full time

Summary

The Field Service Engineer plays a critical role in delivering exceptional on-site technical support for Illumina’s cutting-edge products. This position serves as a key liaison between customers and internal teams, ensuring optimal performance and satisfaction through expert service and support.

Key Responsibilities

• Serve as the primary on-site technical expert, supporting customers, Field Applications Scientists, and Sales Representatives.
• Perform installation, upgrades, maintenance, and repairs on Illumina instrument systems.
• Manage and prioritize service activities within the assigned territory to ensure timely response and resolution.
• Maintain high levels of customer satisfaction through effective communication, technical expertise, and proactive service.
• Monitor and manage service parts inventory to ensure availability and accuracy.
• Keep detailed and up-to-date records in customer databases, service logs, and technical documentation.
• Provide accurate and timely service reports, feedback, and documentation as required.
• Collaborate with cross-functional teams to support instrument placements, identify sales opportunities, and promote service contracts and upgrades.
• Maintain regular contact with existing customers to foster strong relationships and identify ongoing support needs.

Note: All listed responsibilities are considered essential to the role. However, business needs may require reasonable accommodations or additional duties as necessary.

Preferred Qualifications

Education

• Bachelor’s degree in Electrical/Electronics Engineering, Mechanical Engineering, or a related field.
• Equivalent military technical training or relevant experience in the biotechnology or biomedical industry is also considered.

Experience & Skills

• 1-3 years of relevant field service or technical support experience.
• Strong analytical and problem-solving skills with a proactive approach to troubleshooting.
• Excellent verbal and written communication skills, including technical writing.
• Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
• Willingness to travel within the assigned territory as needed (>50%).

Compensation & Benefits

The estimated base salary range for the Field Service Engineer 1 (Remote) role based in the United States of America is: $61,700 - $92,500. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. 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.

Company Culture

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 pr