Field Service Engineer 2 - Kansas City Metro OR Central Iowa

Field Service Engineer 2What 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.The Field Service Engineer 2 position is responsible for customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 2 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction.This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.US – Kansas City Metro area OR Central IowaResponsibilities:Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account ManagersDemonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territoryUtilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentationProvide technical support to customers, Junior engineers, colleagues and contractors.Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction.Ensure proper inventory levels and control accuracy of service parts to promote first time fixWork in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and servicesRemain compliant with administrative responsibilities and business rules.Demonstrates knowledge when working in regulated environmentsListed 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:Candidates must reside within Kansas City Metro area OR Central Iowa and be willing to travel as needed throughout nearby states, including Iowa, Nebraska, and Oklahoma.Minimum two years relevant Field Service experienceAbility to operate as an independent contributor and as a cooperative member of a teamProven problem solving abilityStrong verbal and written communications skillsExperience with optical alignments, robotics, electrical/electronics, and mechanical systemsFamiliarity of genomics, sequencing applications, and bioinformaticsBasic knowledge of general lab best practices and lab safetyDemonstrated ability to resolve customer issues while maintaining positive customer relations.Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situationsMust be willing to travel up to 70%All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.Education:• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experienceThe estimated base salary range for the Field Service Engineer 2 - Kansas City Metro OR Central Iowa role based in the United States of America is: $74,900 - $112,300. 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.