Service Program Analyst II at Illumina, Inc. in San Diego, California

Job Description:

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.

Illumina's AMR Revenue Operations team is looking for a Service Program Analyst II to execute operational support within the Service workstreams. The primary goal of this individual will be to provide business partner support for the AMR Service and Support team through standardized operations, analytical insights, administration, and coordinated execution. This position will participate in collaborative initiatives 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 will be part of a team that up-levels the end-user experience and increases the productivity of teams through effective strategies, processes, and systems.

This candidate should have developing technical and commercial skills and a desire to execute and support the Service team. An ideal candidate should be able to follow instructions and possess a curiosity to continuously learn. We work at a very rapid pace where it's important to have strong time-management skills, attention to detail, the ability to work under pressure, and above all flexibility.
Responsibilities:

• Execute Field interactions for work order, case management, resource dispatch, and parts/tools shipment tracking


• Triage inquires as needed on behalf of the Field Service Engineers, Field Application Scientists, and Technical Support


• Coordination and administrative support of Work Order and Case Management to ensure timely and accurate completion


• Handle high priority and time sensitive elevations from Field Service Engineers, including identifying the proper Field personnel to dispatch to customer site


• Build relationships and act as a business partner to both AMR Service and Support and Global Service Operations teams


• Assist Field with inventory management including spare parts, field tools, loaners, and installed product


• Provide on-boarding and off-boarding support to enhance the Service and Support employee experience


• Tackle problems of moderate scope where analysis of data is needed


• Executes within defined policies, procedures, and practices


• Effectively communicates to management team


• Performs other duties as requested

• Bachelor's Degree required, MS in Science/Engineering or Business preferred


• Minimum 3 year experience working with Salesforce and ServiceMax


• Minimum 3 year experience working with a Service Organization


• Excellent communication skills with experience presenting to management


• Proficient in PowerPoint, Excel, Word, and Tableau

The estimated base salary range for the Service Program Analyst II role based in the United States of America is: $67,000 - $100,600. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

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