Product Support Specialist

6 days ago


Cambridge, Cambridgeshire, United Kingdom Illumina Full time

We are seeking a highly skilled Product Support Specialist to join our team in Europe. This role requires a deep understanding of proteomics and a proven ability to deliver exceptional customer-facing support.

Job Description

As a Product Support Specialist, you will be responsible for:

  • Providing technical assistance to customers, field applications scientists/engineers, and territory account managers
  • Leading the remote resolution of complex cases and developing product knowledge and field skills among local teams
  • Acting as the main interface between global functions and frontline support teams, managing product performance and maintenance

Responsibilities include:

  1. Driving the remote resolution of complex cases to support technical support and field service/support staff
  2. Being the subject matter expert for proteomics platforms and having a general understanding of all Illumina instruments and applications
  3. Hands-on expertise with Illumina's proteomics systems and integrated technologies
  4. Ensuring effective problem resolution assistance to subsidiary or distributor support
  5. Maintaining excellent records such as required by ISO accreditation
  6. Preparing reports and proposing conclusions based on data as collected to senior management as needed
  7. Monitoring, driving, and contributing to KPI targets as set by senior management
  8. Having a deep and well-balanced network across multiple functions on a global stage

About the Role

This is an exciting opportunity to join Illumina's team and make a meaningful impact. As a Product Support Specialist, you will work closely with our global functions and frontline support teams to deliver exceptional customer service and support.

Benefits

Illumina offers a competitive salary range of $120,000-$180,000 per annum, depending on experience. Other benefits 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.



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