Field Service Engineer 2 - Benelux

Position Overview

• Location Type: Field-based
• Job Type: Full-time
• Salary: Not specified

Illumina is dedicated to expanding access to genomic technology to realize health equity for billions worldwide. Our work enables life-changing discoveries that transform human health through early disease detection, diagnosis, and new treatment options. Working at Illumina means being part of something bigger, with opportunities to make a difference in a supportive environment with inspiring leaders and world-changing projects.

As a Field Service Engineer 2 for the Benelux region, you will be responsible for installing and maintaining hardware, troubleshooting customer issues, and resolving complaints. This role involves acting as an engineering consultant during pre- and post-sales activities, collaborating with the commercial team to drive sales growth, ensure instrument uptime, and maintain customer satisfaction.

A valid driving license in The Netherlands is essential, along with the flexibility to travel up to 75% across the Benelux region (Netherlands, Luxembourg, and Belgium) and occasionally throughout Europe. Fluency in both English and Dutch is also required.

Why You

This role demands expert-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to foster strong relationships with internal support teams, including District Service and Support, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Responsibilities

• Act as an interface between the field organization and internal support structures by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers.
• Demonstrate advanced technical competence in installing, upgrading, repairing, and maintaining instrument systems within the defined territory.
• Utilize and maintain up-to-date Service and training manuals, Field Service Bulletins, and SOPs, and facilitate remote connectivity to customer instrumentation.
• Provide technical support to customers, junior engineers, colleagues, and contractors.
• Coordinate and prioritize service requests to determine the most effective intervention method and ensure customer satisfaction.
• Ensure proper inventory levels of service parts to promote first-time fixes.
• Collaborate with sales and marketing staff to coordinate new system placements, develop leads, promote upgrades, and ensure timely contract renewals.
• Establish and maintain strong relationships with key customers and the existing customer base to ensure their success with Illumina's products and services.
• Provide effective problem resolution assistance to subsidiaries or distributors.
• Represent the company professionally, ethically, and morally at all times.
• Remain compliant with administrative responsibilities and business rules.
• Execute Qualification and Validation Products at customer sites.
• Demonstrate knowledge when working in regulated environments.
• Coordinate new installations, including large-scale installations, requiring facility inspections and instrument validation.
• Participate in departmental project teams and work collaboratively to ensure the successful execution of project plans.

Requirements

• BS in Electrical/Electronics/Informatic Engineering, Mechanical Engineering, a related degree in biotechnology/biomedical, or equivalent work experience and knowledge.
• Some experience working in a Field Service Engineer role.

Company Benefits

Illumina's employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more.