Director/Sr. Director, Global Product Support

<FONT color=#ffb441 size=4>Innovation is in our genes.<BR></FONT>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.<BR> <BR>Illumina offers the best in careers for forward-thinking individuals.<BR>To learn more, visit:<BR><BR><CENTER><A href="http://www.illumina.com/careers">www.illumina.com/careers</A><BR>making sense out of life</CENTER><BR><P><P><B>TITLE<br>Job Code: </B><P><B>Job Summary:</B><br><P><B>Job duties include but are not limited to:</B><br><P><B>Education and Experience:</B><br><P><B> To apply, please go to the careers page on our website via the link posted below and click on "search jobs" <br><br><A href="http://www.illumina.com/careers">www.illumina.com/careers</A><P></B><P>EOE<BR><BR>Reporting to the Vice President of Global Customer Solutions, you will oversee a team of managers and directors responsible for the managing the Global Technical Support Team, providing service and support representation on development and sustaining teams, providing third-level support to the global support team, facilitating early access and pre-launch support, overseeing global service parts logistics, management of applications and service labs, and consolidating complaint and quality reports to the appropriate internal sustaining and R&D teams. The Global Product Support Team will include engineers, scientists, software support staff, and logistics experts. You will be responsible for hiring, developing and overseeing this new team as well as developing key processes and infrastructure to effectively integrate the global support team with product development, marketing, operations and sustaining. You and your team will provide reports to management regarding operational efficiency of your team, product performance issues, recommendations for improvements to product quality and customer experience, and will contribute to design input and beta testing of new products. As the corporate escalation point for all of Illumina's global support teams, you will establish procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty. You also will establish uniform standards of practice for members of core development and sustaining teams from the support organization.Tasks and responsibilities:? Recruit, hire, train, and develop the members of the Global Technical Support Team, including engineers, scientists, bioinformatics and software experts and their managers.? Ensure key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, call center metrics, and customer loyalty are met or exceeded.? Facilitate effective identification and resolution of complaints and complaint trends escalated from the global customer solutions team? Contribute to the development of commercial infrastructure, processes, and systems to increase the quality and efficiency of support to Illumina customers.? Trend and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to Marketing, Sales, Quality, Senior Management and sustaining teams.? Establish standard practices for contributing to and communicating actionable information within a business context regarding to product development teams and sustaining teams.? Work collaboratively with the regional field and in-house support organizations, Global Customer Support and Sales Operations, Marketing, Training, Sales, to effectively integrate the service infrastructure, quality, and coordination necessary to deliver a world-class customer experience.? Develop, justify and successfully execute strategic and operating plans and budgets for the Corporate Customer Solutions team.? Other such matters that may be determined by Management.All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.Preferred educational background:? Bachelor's Degree in a scientific discipline (molecular biology, genetics or biochemistry preferred), with work experience in the biotechnology industry. Completion of an advanced degree (M.S., M.A., Ph.D. or MBA) is strongly desired.Preferred experiential background:? At least 10 years of management experience providing leadership to support staff and interfacing between commercial, operations, R&D, and Quality? Experience building, scaling and continuously improving product and customer support processes and infrastructure? Training or experience in quality systems, six sigma, or other operational approaches that focus on problem solving, process and product improvement highly desirable? Demonstrated ability to manage senior managers and directors and multi-disciplinary teams in a complex, fast-paced environment? Experience managing technical support, product support, or similar functions? Experience and knowledge with microarrays, gene expression, genotyping and/or next generation sequencing is preferred? Excellent verbal, written and customer communication skills are required? Travel required, up to 50%? Must be highly motivated and have strong problem solving ability? Must be able to work independently and as a team player? Computer experience and literacy essential

Additional Requirments / Information

Other Jobs at BioSpace

• Sr Biopharmaceutical Rep, Rheumatology - Milwaukee South, WI - NB50835193
• Clinical Trial Manager, CSCP
• Reimbursement Manager
• Quality Systems Validation Specialist IV
• Director/Sr. Director, Global Product Support
• Senior Scientist
• Senior SAS Programmer
• Vice President, Quality
• Sr Scientist Bioinformatics
• Senior VP Research & Development

View All BioSpace job listings.