Field Service Engineer - United Kingdom
Working 70% onsite with Cambridge based customer + 30% field‑based work
As Field Service Engineer here at Illumina in the UK, you will play a critical role in leading the customer experience by providing high‑quality on‑site service and technical expertise to one of Illumina's Cambridge based customers. In addition you will also be required to travel up to 30% to support other customers within the field. Travel will be mainly around the London and Cambridge area however could be UK wide dependent on business needs.
You will work closely with customers at the forefront of genetics and Next Generation Sequencing, supporting installations, troubleshooting, maintenance, and repairs of complex systems. As part of Illumina’s virtual extended team, One Illumina, you will collaborate with field‑based and office‑based colleagues to ensure customer expectations are met and exceeded. This role is central to our commitment to Make Customers Heroes by enabling their success through reliable, responsive, and expert service.
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!
Why You
You are a technically capable, customer‑focused professional who thrives in a fast‑paced, field‑based environment. You bring a qualification in Electrical or Electronic Engineering, Mechanical Engineering, Biosciences, or a similar discipline, combined with several years of relevant field experience. Experience within the biotechnology or biomedical industry, or applicable military experience, will set you up for success in this role. You enjoy working autonomously while being part of a structured, remote team, and you take accountability for delivering on your commitments. You have strong problem‑solving/troubleshooting abilities, excellent customer‑facing skills, and the ability to communicate clearly through technical writing. Familiarity with optical alignments, robotics, fluidics, electrical/electronic, and mechanical systems is advantageous, as is experience working within a lab environment.
Responsibilities
- Engineering support to a dedicated Illumina customer onsite in Cambridge (Roughly 70%)
- Engineering support to other Illumina customers (Field‑based roughly 30%)
- Install, upgrade, repair, and maintain instrument systems within defined territory
- Interface between the field organization and internal support structure by providing timely onsite 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
- Provide technical support to staff, contractors and customers
- Special assignments and administrative duties as directed by Field Service Manager or designate
- Respond to service requests and ensure customer satisfaction
- Routinely complete administrative paperwork, such as but not limited to: Time Reports, Expense Reports, Service Agreement Quotations, 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
- Provide timely and accurate reports as requested
- Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
- Maintain routine contact with existing customer base
- Up to 30% travel is required
Salary and Benefits
The estimated base salary range for the Field Service Engineer - UK & Ireland role based in United Kingdom is GBP 44,000 - 66,000. 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 thoughtfully designed benefits package that supports your wellbeing, flexibility, and life beyond work—combining globally differentiated offerings with locally tailored programs. In the UK, we also offer flexible benefits, a company contribution of 10% into your pension, and private medical insurance.
We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Illumina is an equal opportunity employer committed to providing employment opportunity 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.
