Regional Product Support Lead

4 weeks ago

Cambridge, Cambridgeshire, United Kingdom Illumina Full time

About the Role

We are seeking a highly skilled and experienced Lead Product Support Engineer/Scientist to join our team at Illumina. As a key member of our support organization, you will be responsible for providing exceptional customer-facing support to our customers across Europe.

Key Responsibilities

  • Drive the remote resolution of complex cases to support the technical support and field service/support staff, providing a clear and concise plan of action to facilitate resolution and ensure customer satisfaction.
  • Be the subject matter expert for proteomics platforms and have a general understanding of all Illumina instruments and applications.
  • Hands-on expertise with Illumina's proteomics systems and integrated technologies.
  • Lead interface between the field organization and internal support structure by providing timely technical assistance to customers, Field Applications Scientists/Specialists/Engineers, and Territory Account Managers.
  • Ensure effective problem resolution assistance to subsidiary or distributor support.
  • Maintain excellent records such as required by ISO accreditation. Act as a benchmark on the quality of the records kept and the timely updates of said records.
  • Prepare reports and propose conclusions based on data as collected to senior management as needed.
  • Monitor, drive and contribute to KPI targets as set by senior management. Highlight and propose positive action to ensure where possible they are met or exceeded.
  • Have a deep and well-balanced network across multiple functions on a global stage.
  • Assessing the impact of product quality issues, driving complaints to resolution by liaising with internal quality, development and sustaining teams and helping to produce the strategy for delivering mitigating advice and action.
  • Report on product robustness and performance issues through the lifecycle management organisation with assistance support and oversee sustaining product releases (hardware/software upgrades, etc.).
  • Assist with editing and authoring technical documentation in conjunction with members of the support, product commercialisation, and technical publications teams.
  • Assist in coordinating the smooth roll-out of proteomics products across Europe by driving and contributing to regional core-teams to develop a comprehensive support model ahead of release, ensuring the impact assessment is accurate and properly communicated, and developing early expertise for supporting complex issues and elevated cases.
  • Responsible for new products transfer into field and support the development and delivery of technical training of technical personnel on new products prior to launch.
  • Working with the Training teams provide certified product training as required to designated candidates as defined by Illumina. This includes responsibility for managing the course including completing sign off in LMS training software.
  • Where requested produce/edit and present new revisions of training material to support product line changes and new products.
  • Travel to customer sites to assist with resolution of complex issues, or as the technical expert in sensitive customer managements conversations, as needed.

About Illumina

Illumina is a global leader in DNA sequencing and genomics. Our mission is to improve human health by unlocking the power of the genome. We are committed to providing exceptional customer service and support to our customers, and we are seeking a highly skilled and experienced Lead Product Support Engineer/Scientist to join our team.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. We are an equal opportunities employer and welcome applications from diverse candidates.

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