Sr. Manager, Technical Support at Illumina, Inc. in San Diego, California

Job Description:

This position reports to the Director of Americas Technical Support Operations, and will work closely with the Americas Service and Support management team. This position is responsible for the leadership and continuous development of a team of Technical Applications Scientists within our AMR Technical Support organization. This team serves as subject matter experts supporting our customers, as well as providing the voice of the customer to Illumina development and investigation teams. As the manager of Scientific Technical Support you will provide guidance, direction, and process improvement that maintain and enhances efficient, high quality support and extremely high technical competency. This position involves strong collaboration within the customer solutions management team as well as interdepartmental teams. You will develop quality staff members and build a flexible team capable of learning and adapting to change.

All About You Responsibilities:
Hire, develop, and maintain support staff to deliver personable, responsive support with high technical expertise, to our customers
Provide technical leadership and case management guidance to Technical Support Scientists
Ensure key performance metrics, including customer response time, issue resolution time,technical accuracy, and departmental efficiency are met or exceeded
Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, and CRM workflows
Coordinate and provide training to staff on Illumina products, problem solving skills, and customer service skills
Continuous improvement of the customer experience through staff, process, and support tool development
Motivate and lead the team through performance coaching, career planning, and setting development objectives
Develop strong interdepartmental collaborations with Product Marketing, Sales, Product Development, Engineering, and Operations to ensure actionable information and recommendations
Assist in the development of alternate support channels
Manage departmental budget
Preferred educational background:
Bachelors in Life Sciences, Genetics, and/or combination with engineering or related field, or equivalent years, Master’s Degree or PhD

Preferred experiential background:
•5+ years of Support Management experience, biotech and clinical experience preferred

•Experience implementing and maintaining support centers (phone, email); experience working in CRM

•Having understanding of Clinical Markets and requirements

•Has prepared for and/or participated in audits (customer, FDA, BSI)

•Prior hands-on technical support and leadership experience, developing scientists to provide high quality, personalized phone and email support

•Outstanding problem solving and interpersonal skills

•Strong experience in communicating and working with external customers and field organizations

•Clear vision of and commitment to providing outstanding customer service

•Industry experience managing teams that support complex instrumentation, applications, and bioinformatics by phone and a customer sites

•Must be willing to travel up to 10%
 

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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