| Job Description: |
Innovation is in our genes.
Illumina (NASDAQ: ILMN) develops next-generation tools for large-scale analysis of genetic variation and function. The results will pave the way for personalized medicine, a key goal of genomics and proteomics - the underpinnings of tomorrow's medicine. With thought-provoking work and people inspired to reach new levels of creativity, the potential to help mankind is the great motivator for the staff at Illumina. We thrive on an environment that is intellectually stimulating, team-oriented and responsive. We enjoy cutting-edge technology, excellent training, industry-leading benefits, and a strong belief in ethical behavior - and each other. Oh, and fun. Lots of it.
Illumina offers the best in careers for forward-thinking individuals.
To learn more, visit:
www.illumina.com/careers
making sense out of life
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Job Code: Job Summary:
Job duties include but are not limited to:
Education and Experience:
To apply, please go to the careers page on our website via the link posted below and click on "search jobs"
www.illumina.com/careers EOE
Basic Function and Scope of the Position:The leader of the sequencing platform team is responsible for all inbound and outbound support aspects of the product life cycle, including third-level support, product development core team representation, pre-launch integration testing, early access and launch support for service and support, and sustaining activities including complaint analyses, executive updates on product performance and providing recommendations to R&D, Quality and Operations regarding product and process improvements. Tasks and Responsibilities: Manage Customer Solutions input to product development and upgrades, implement support plans for internal and field support groups.Assist in the resolution of complex support requests using interdepartmental resources, as appropriate. Develop and implement global support processes including phone, email, product launch training, sustaining communication, technical bulletins and service bulletins. Analyze and report on complaint trends to sustaining and quality teams including business context.Serve as a centralized location for customer, field service, field applications, and technical support input to new and sustaining product development.Present trends and requests to sustaining and new product development teams. Identify, create, and disseminate technical information to customers and support personnel, as appropriate. Utilize Customer Solutions laboratories for integration testing, beta testing, and investigations. Implement product and process improvements to increase customer satisfaction, profitability, and gross margin analysis for Illumina's products and services.Develop strong interdepartmental collaborations with Product Marketing, Product Development, Engineering and Operations to ensure actionable information and recommendations. Help develop and implement worldwide strategic plans for product support.Perform other duties as assigned.All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.Preferred Educational Background:Bachelor in Life Sciences, Genetics and/or combination with engineering or related field or equivalent years, Masters Degree and/or PhD is preferredPreferred Experiential Background:2-4 years of Product Support experienceExperience with genetic analysis (sequencing, genotyping and/or expression) is preferred.Demonstrated product life cycle experience.Customer facing experience.Strong project management and organizational skills.Strong written and verbal communication skills. Must be able to give customer facing presentations.Excellent communication and team management skills.Must be very detail oriented. Requirements See Above
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