Field Service Engineer - UK & Ireland

Illumina, Inc.

Job Overview

Location

England - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Provide on-site engineering support to a dedicated Illumina customer in Cambridge, accounting for approximately 70% of time spent at this location.
• Travel up to 30% to support other Illumina customers across the UK, primarily in the London and Cambridge regions, with potential for nationwide travel based on business needs.
• Install, upgrade, repair, and maintain complex genomic instrument systems in customer laboratories and research environments.
• Serve as the primary technical liaison between field operations and internal support teams, including Field Applications Scientists, Territory Account Managers, and internal engineering departments.
• Deliver timely onsite technical assistance to customers, contractors, and staff to resolve service requests and ensure high levels of customer satisfaction.
• Act as a focal point for problem resolution support to subsidiary and distributor support teams across the UK and Ireland.
• Manage service parts inventory levels to ensure availability of critical components for repairs and maintenance activities.
• Maintain accurate and up-to-date customer information, technical documentation, and internal databases related to equipment status and service history.
• Complete all required administrative documentation including Time Reports, Expense Reports, Service Agreement Quotations, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RMA Forms, and Service Reports.
• Provide timely and accurate reports as requested by the Field Service Manager or designated leadership.
• Collaborate with cross-functional teams to coordinate new system placements, identify opportunities for upgrades, and promote contract renewals.
• Maintain routine contact with existing customer base to foster long-term relationships and ensure continued operational success of Illumina instruments.
• Work autonomously in a field-based environment while remaining integrated within a virtual, remote team structure.
• Operate within a lab environment supporting Next Generation Sequencing technologies and related instrumentation.
• Apply technical expertise in optical alignments, robotics, fluidics, electrical/electronic, and mechanical systems to diagnose and resolve complex equipment issues.
• Demonstrate strong problem-solving and troubleshooting skills under time-sensitive conditions.
• Communicate technical information clearly through written reports and direct customer interactions.

🎯 Requirements

• Qualification in Electrical Engineering, Electronic Engineering, Mechanical Engineering, Biosciences, or a related discipline
• Several years of relevant field experience in technical service or support roles
• Experience in the biotechnology or biomedical industry, or applicable military technical experience
• Proven ability to work autonomously while remaining part of a structured remote team
• Strong problem-solving and troubleshooting skills
• Excellent customer-facing and communication skills, including technical writing

🏖️ Benefits

• Private medical insurance
• Company contribution of 10% into pension
• Flexible time off
• Compassion and care time off
• Leisure travel insurance
• Employee stock purchasing program

Skills & Technologies

Remote

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Illumina, Inc.

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About Illumina, Inc.

Illumina, Inc. develops, manufactures, and markets integrated systems for large-scale genetic analysis. Its sequencing and array platforms, reagents, software, and services enable researchers and clinicians to analyze DNA, RNA, and epigenetic variation in humans, plants, animals, and microbes, supporting applications spanning oncology, reproductive health, agriculture, microbial genomics, and population genomics. Headquartered in San Diego, California, the company sells products globally to academic, clinical, government, pharmaceutical, and biotechnology customers, and provides cloud-based data storage and analysis tools to accelerate genomic discovery and personalized medicine.

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