Position Summary:

Illumina's AMR Revenue Operations team is looking for a Service Operations Specialist to define and execute operational support within the Service workstreams. The primary goal of this seasoned professional will be to provide business partner support for the AMR Service and Support team through standardized operations, analytical insights, administration, and coordinated execution. The position will lead 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 seasoned candidate must have a unique combination of both technical and commercial skills and a desire to not only execute but also improve our processes. An ideal candidate should be a self-starter that is comfortable with ambiguity and can execute with minimal guidance. 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:

• Improve and manage 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
• Improvement, 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
• Influence and build relationships with business partners including both the AMR Service and Support and Global Service Operations teams
• Assist Field with inventory management including spare parts, field tools, loaners, and installed product
• Define on-boarding and off-boarding support to enhance the Service and Support employee experience
• Solve complex problems that include analysis of data and translate results to provide value to the business
• Create best practices and understand knowledge of business challenges to improve processes and services
• Prepare analysis to help identify and communicate trends and drivers to the business
• Comfortable with navigating and influencing policies, procedures, and practices to define support model
• Effectively and concisely communicates complex topics at an Executive level
• Ability to prioritize workload and manage multiple workflows simultaneously
• Performs other duties as requested

Requirements:

• Minimum 3 years of experience working with Salesforce and ServiceMax
• Minimum 3 years of experience working with a Service Organization
• Excellent communication skills with experience presenting to executive/leadership
• Proficient in PowerPoint, Excel, Word, and Tableau

Experience/Education:

• Typically requires a minimum of 3 years of related experience with a Bachelor's degree; or 1 years and a Master's degree; or a PhD without experience; or equivalent work experience.

Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.

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 [email protected]. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf