Regional Product Support Lead

7 days ago

Cambridge, Cambridgeshire, United Kingdom Illumina Full time
About the Role

We are seeking a highly skilled and experienced Regional Product Support Lead 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 Remote Resolution of Complex Cases: Collaborate with our technical support and field service teams to resolve complex customer issues, providing clear and concise plans of action to ensure customer satisfaction.
  • Proteomics Expertise: Serve as the subject matter expert for proteomics platforms, with a general understanding of all Illumina instruments and applications.
  • Hands-on Expertise: Possess hands-on expertise with Illumina's proteomics systems and integrated technologies.
  • Interface between Field Organization and Internal Support: Lead the interface between our field organization and internal support structure, providing timely technical assistance to customers, Field Applications Scientists/Specialists/Engineers, and Territory Account Managers.
  • Effective Problem Resolution: Ensure effective problem resolution assistance to subsidiary or distributor support.
  • Record Maintenance: Maintain excellent records, such as those required by ISO accreditation, and act as a benchmark for the quality of records kept and timely updates.
  • Reporting and Analysis: Prepare reports and propose conclusions based on data collected, as needed, for senior management.
  • KPI Monitoring and Improvement: Monitor, drive, and contribute to KPI targets set by senior management, highlighting and proposing positive action to ensure targets are met or exceeded.
  • Network Development: Develop and maintain a deep and well-balanced network across multiple functions on a global stage.
  • Product Quality Issue Assessment: Assess 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.
  • Product Robustness and Performance Reporting: Report on product robustness and performance issues through the lifecycle management organization, with assistance and oversight of sustaining product releases.
  • Technical Documentation: Assist with editing and authoring technical documentation in conjunction with members of the support, product commercialization, and technical publications teams.
  • Product Roll-out Coordination: 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.
  • New Product Transfer and Training: 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.
  • Travel and Customer Support: Travel to customer sites to assist with resolution of complex issues, or as the technical expert in sensitive customer management conversations, as needed.
About Illumina

Illumina is a global leader in DNA sequencing and genomics, dedicated to improving human health by unlocking the power of the genome. We believe 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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