Regional Product Support Lead - Proteomics

at  Illumina

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.
Regional Product Support Lead Engineer/Scientist - Proteomics
Cambridge UK - or UK remote
Why You
As Lead product Support Engineer/Scientist you will provide support to frontline support teams (field and technical support) across Europe for escalations and complex troubleshooting. Recognized cross-functionally as a subject matter expert in proteomics, highly specialized in Illumina products with extensive experience in using automated liquid handling systems, troubleshooting, data analysis, and resolving issues or complex systems integrations.
We are looking for a Lead product Support Engineer/Scientist who has previous commercial biotech or biomedical experience in an in-house or field support role. You will have experience training in laboratory environment and have experience with proteomics workflows including automation systems in BioSafety Level 2 laboratories and associated data analysis. This is an exciting time to join Illumina as we move into the Proteomics space!
Applications Closing Date: Friday 12th July 2024
Illumina’s employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!
The Role
As Lead product Support Engineer/Scientist, you will deliver exceptional customer-facing support to enhance Illumina’s reputation for unparalleled customer service by working with local teams to develop their product knowledge and field skills, leading by example. This role requires a high level of technical expertise complemented by the ability to manage investigations across Europe. Acts as the main interface between Illumina’s global functions and frontline support teams, managing product performance and maintenance to help deliver best-in-class support to all customers.

Responsibilities

• Driving the remote resolution of complex cases to support the technical support and field service/support staff, providing a clear and concise plan of action to facilitate resolution and ensure customer satisfaction
• Be the subject matter expert for proteomics platforms and have a general understanding of all Illumina instruments and applications
• Hands-on expertise with Illumina’s proteomics systems and integrated technologies
• Lead interface between the field organization and internal support structure by providing timely technical assistance to customers, Field Applications Scientists/Specialists/Engineers, and Territory Account Managers
• Ensure effective problem resolution assistance to subsidiary or distributor support
• Maintain excellent records such as required by ISO accreditation. Act as a benchmark on the quality of the records kept and the timely updates of said records
• Prepare reports and propose conclusions based on data as collected to senior management as needed
• Monitor, drive and contribute to KPI targets as set by senior management. Highlight and propose positive action to ensure where possible they are met or exceeded
• Have a deep and well-balanced network across multiple functions on a global stage.
• Assessing 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
• Report on product robustness and performance issues through the lifecycle management organisation with assistance support and oversee sustaining product releases (hardware/software upgrades, etc.)
• Assist with editing and authoring technical documentation in conjunction with members of the support, product commercialisation, and technical publications teams
• 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
• 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
• Working with the Training teams provide certified product training as required to designated candidates as defined by Illumina. This includes responsibility for managing the course including completing sign off in LMS training software
• Where requested produce/edit and present new revisions of training material to support product line changes and new products
• Travel to customer sites to assist with resolution of complex issues, or as the technical expert in sensitive customer managements conversations, as needed

Illumina believes 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

• Driving the remote resolution of complex cases to support the technical support and field service/support staff, providing a clear and concise plan of action to facilitate resolution and ensure customer satisfaction
• Be the subject matter expert for proteomics platforms and have a general understanding of all Illumina instruments and applications
• Hands-on expertise with Illumina’s proteomics systems and integrated technologies
• Lead interface between the field organization and internal support structure by providing timely technical assistance to customers, Field Applications Scientists/Specialists/Engineers, and Territory Account Managers
• Ensure effective problem resolution assistance to subsidiary or distributor support
• Maintain excellent records such as required by ISO accreditation. Act as a benchmark on the quality of the records kept and the timely updates of said records
• Prepare reports and propose conclusions based on data as collected to senior management as needed
• Monitor, drive and contribute to KPI targets as set by senior management. Highlight and propose positive action to ensure where possible they are met or exceeded
• Have a deep and well-balanced network across multiple functions on a global stage.
• Assessing 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
• Report on product robustness and performance issues through the lifecycle management organisation with assistance support and oversee sustaining product releases (hardware/software upgrades, etc.)
• Assist with editing and authoring technical documentation in conjunction with members of the support, product commercialisation, and technical publications teams
• 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
• 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
• Working with the Training teams provide certified product training as required to designated candidates as defined by Illumina. This includes responsibility for managing the course including completing sign off in LMS training software
• Where requested produce/edit and present new revisions of training material to support product line changes and new products
• Travel to customer sites to assist with resolution of complex issues, or as the technical expert in sensitive customer managements conversations, as neede