Field Service Engineer, Scotland

Position Overview

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.

As a Field Service Engineer (FSE) at Illumina, you are responsible for providing 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 dedicated service and liaising with colleagues to provide timely on-site 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 contribute to enabling all field service engineers to meet customer expectations, aiming to enhance the customer experience and further cement customer relationships.

Employment Type

Full-time

Location

Scotland (with up to 80% travel across Scotland, and on occasion Northern England. Minimal support may be required across UK & Ireland.)

Requirements

• Travel: Up to 80% travel across your territory (all of Scotland, and on occasion Northern England). Potential for minimal support across UK & Ireland.
• Location: Based in North Scotland.
• Driving: Valid UK driving license is essential.
• Language: Fluent English language skills are essential.

Preferred Background, Skills, and Experience:

• Qualification in Electrical / Electronic Engineering, Mechanical Engineering, Biosciences, or similar.
• Multi-year relevant, field-based, experience.
• 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 environment.

Responsibilities

• Interface between the field organization and internal support structure by providing timely on-site 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 the defined territory.
• Provide technical support to staff, contractors, and customers.
• Undertake special assignments and administrative duties as directed by the Field Service Manager or designate.
• Respond to service requests and ensure high levels of customer satisfaction.
• Routinely complete administrative work, including 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.
• Maintain routine contact with the existing customer base.
• Ability to drive and travel around Scotland, UK & Ireland, with Scotland as the key focus.

Company Information

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.