Why is one person more likely to develop a disease—like cancer, diabetes or Parkinson’s—than someone else? Why would one person respond differently to treatment than another? Illumina’s technologies are helping researchers around the world answer these questions and others, on a scale not even possible a few years ago.

Illumina is the only life sciences company developing genome-wide technologies for genotyping, gene expression and sequencing—the three cornerstones of modern genetic analysis. By enabling studies of thousands of patient samples at once, our products set genetic discovery on fast-forward. And we’re just getting started.

Sr Manager, Field Applications, Americas - East

Position Description:

Responsible for establishing policies and processes for Americas Field Applications, defining and reporting key business metrics to functional managers within Customer Solutions, developing and managing budget for field operations, and recruiting, developing and overseeing Applications District Managers in the Western Americas.

Tasks and responsibilities:
• Recruit, hire, train, and develop Applications District Managers
• Work with Americas Field Applications and Field Service Engineering management to develop and execute strategic and operational plans for the field
• Ensure key performance metrics for Applications, including customer response time, issue resolution time, customer satisfaction, and departmental efficiency are met or exceeded.
• Contribute to the development of commercial infrastructure, processes, and systems to increase the quality and efficiency of support to Illumina customers.
• Collaboratively develop and justify operating plans and budgets for American Applications support team
• Work collaboratively with Marketing, Training, Sales, Technical Support and Customer Service management to effectively integrate the service infrastructure, quality, and coordination necessary to deliver a world-class customer experience

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:
• 5 years of industry experience in a support or customer-facing role
• Demonstrated ability to supervise, hire, retain and mentor commercial field based employees
• Proven leadership experience improving customer service, support processes and systems
• Strong verbal and written communication skills
• Strong organizational and planning skills
• Travel required, up to 50%
• Must have excellent leadership skills
• Must be highly motivated and have strong problem solving ability
• Must be able to work independently and as a team player



To Apply Visit Illumina

When you join the high-performing team at Illumina, your work takes on new meaning—to an exponential degree. Our growth, our positive culture, and the impact our products are having in the world ignite a passion that drives our people forward. And together, we accomplish beyond expectations.