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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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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
As Illumina's Service & Support Product Manager you will manage the product definition, branding, promotion, sales training and support and pricing of Illumina's extended instrument service contracts, productized training programs and professional services. You will be responsible for achieving a target P&L and for managing certain key elements of the customer experience including customer on-boarding, online service and e-commerce portals. You will conduct, analyze and report market research and measurements of customer loyalty to service management and executive staff. As part of the Customer Solutions Team, which includes Field Service, Field Applications, Technical Support, Commercial Training, Customer Service & Sales Support, Customer Information Systems and Product Support, you will work closely with other departments including Marketing, Sales and Finance.Job Responsibilities include and are not limited to: Develop products, trainings, and materials for extended service contracts, trainings and professional services that add significant value to customers and enhance the perceived value of Illumina instrumentsForecast and achieve revenue and profitability targets for instrument service contracts, productized training programs and professional servicesPlan and deliver a superior customer experience including on-boarding, optimal use of efficient and effective support channels and long-term customer satisfaction and loyaltyProvide guidance and input on the development and improvement of online customer portals and support resourcesConduct market research including customer and market surveys, focus groups, internal interviews and other measures of support and training effectivenessDevelop marketing and sales materials and establish product specifications (service level commitments) in collaboration with the appropriate departmentsProvide intelligence on competitive products and servicesProvide training to sales and support staff on appropriate positioning and selling strategies and tacticsCollaborate with the Marketing Communications group to develop product messaging that you can position in the market place and implement tactical programsPerform other duties as assignedQualifications: Bachelors or Masters in science or Business/Marketing. MBA preferredExperience selling or marketing life science instruments and/or services required; knowledge of or experience with microarray technology, genotyping or sequencing preferredMinimum of 2 years relevant experience in Product or Service Management requiredExperience, training or certification in market research, net promoter, or customer experience strongly preferredExperience presenting to sales, customers and executives requiredWilling to work in a fast paced environmentStrong written and verbal communication skillsExcellent communication and team management skills Ability to work as a member of a multifunctional teamKnowledge of Microsoft Excel, Outlook, PowerPoint, Word, requiredTravel 10-20% Requirements See Above
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