Field Service Engineer 2, Austin TX

Overview The Onsite Field Service Engineer provides daily on‑site support performing installation, upgrade, diagnostics, troubleshooting, and repair of complex Illumina instrumentation and systems. The role requires strong technical, communication, and organizational skills, and the ability to manage customer relationships and maintenance operations. Responsibilities Proficient at installation, repair and maintenance of Illumina platforms. Troubleshoot a wide variety of complex customer‑reported problems. Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction. Perform post‑repair/install validation runs on all platforms. Manage administrative tasks (SFDC case management) in accordance with guidelines, making suggestions for improvements. Independently manage accounts, build and help strengthen customer relationships. Schedule and perform equipment upgrades and new installations. Utilize and maintain up‑to‑date service and training manuals, field service bulletins, SOPs, and facilitate remote connectivity to customer instrumentation. Escalate repairs as needed and serve as the primary point of contact for escalation activities. Run reports on instrument failures and use data to proactively service instruments to avoid costly downtime. Lead regular meetings with site personnel, reporting metrics related to instrument performance and downtime. Partner with NSST and product support on sustaining engineering activities such as product performance monitoring or improvement efforts. Communicate and oversee any rotational support locally or from other regions. Assist other SSEs in troubleshooting complex issues. Provide additional onsite training/support to other SSEs to develop their skill sets. Identify opportunities for site efficiencies to reduce mean time between repair and increase instrument uptime. Ensure proper inventory levels of service parts and make changes as needed. All listed tasks and responsibilities are essential functions of this position; business conditions may require reasonable accommodations for additional tasks and responsibilities. Requirements Bachelor’s degree with a minimum of 2 years of related experience, or an advanced degree without experience, or equivalent work experience. 2–6 years of relevant experience or direct experience servicing Illumina products. Highly motivated and strong problem‑solving ability. Ability to operate as an independent contributor and a cooperative member of a team. Excellent verbal and written communication skills. Biotechnology/Biomedical industry knowledge, or applicable military experience. Familiarity with field optical alignments, robotics, electrical/electronics, and mechanical systems. Technical knowledge of computer hardware, Windows OS, and networking. Planning, scheduling, and prioritization skills. Compensation Estimated base salary range: $74,900 – $112,300 for the Field Service Engineer 2 position in Austin, TX. Eligibility for variable cash programs (bonus or commission) and potential equity participation. Benefits Access to genomics sequencing. Family planning. Health, dental, and vision coverage. Retirement benefits. Paid time off. EEO Statement Illumina is a committed equal‑opportunity employer dedicated to providing employment opportunities 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. The background check process and any decisions made as a result are made in compliance with all applicable 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 View email address on click.appcast.io. We are proud to confirm a zero‑net gap in pay, regardless of gender, ethnicity, or race. We also have Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. Illumina conducts background checks in accordance with all applicable laws and prohibits the use of generative AI in the application process. For more information, visit: Additional Notes This role is not eligible for visa sponsorship. #J-18808-Ljbffr