Snr Service Operations Analyst

1 month ago

Cambridge, Cambridgeshire, United Kingdom Illumina Full time
What 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.

Senior Service Operations Analyst - Cambridge (Hybrid)

As Senior Service Operations Analyst at Illumina you will perform business partner support for EUR Service and Support teams and maximize revenue through standardized operations, analytical insights, and tactical execution. The position will require deep collaboration with internal business partners across the Commercial Organization as well as our Frontline team consisting of Field Service Engineers, Field Application Scientists, and Technical Support.

This role is to be based in the UK on a Hybrid basis from our Europe Head Office in Cambridge. The team work onsite Tuesdays and Wednesday's.

Internal Only Applications Closing Date: Friday 19th July 2024

External Applications Closing Date: Friday 2nd August 2024

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

Responsibilities will include
  • Analytics lead for EUR Service & Support Organisation (including training, troubleshooting, enhancement requests).
  • Drives development, deployment, monitoring & reporting of Service & Support KPIs
  • Perform field resource sizing analysis and administer systematic territory management.
  • Provide data-driven insight to service & support efficiency (e.g. field utilisation, silent accounts).
  • Provide data-driven insight to revenue and costs of service offerings (e.g. warranty, service plans, billable, etc.)
  • Stewardship of the Service & Support Programme's (e.g. Lead Generation program)
  • Effectively and concisely communicates complex topics.
  • Self-guided in identification, prioritization and execution of deliverables
  • Act as a subject matter expert on larger projects relating to process improvement and/or system implementation
  • Prepare advanced analyses to help identify and communicate trends and drivers to the business.
  • Develop and improve key operational processes to support data integrity required for business analysis.
  • Lead requirements gathering, project management and implementation of new processes and tools.
  • Effectively and concisely communicates complex topics.
  • Performs other duties as requested.
    Preferred background, skills and experience
    • Typically requires considerable related experience with a Bachelor's degree
    • Considerable experience working with a Service Organization
    • Experience establishing and managing best practice field service methodologies required to drive and support a world class service organization.
    • Excellent communication skills with experience presenting to executive/leadership.
    • Proficient in PowerPoint, Excel, Word, Tableau.
      What you can expect

      Our team members are bright, energetic, and dedicated-they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program including highly competitive salaries accompanied by a market leading benefits package.

      You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina.

      We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

      INDHP

      #LI-EMEA

      #LI-HYBRID

      Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.

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