Field Support Operations Specialist

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.Customer Care Specialist (Field Support Operations)EindhovenHub/Hybrid (2 Days in Office Min.)About IlluminaWe are a leading DNA sequencing company dedicated to innovation and excellence. We're expanding our team in Europe and hiring for a Customer Care Specialist 1 (Field Support Ops) to be based in our Eindhoven, Netherlands office working in a hybrid model with a minimum of 2 office days per week. This person will work with a wide variety of internal stakeholders to ensure the smooth operation and service of our customers across Europe.Illumina's employee benefits are industry-leading and include flexible time off, reduced rate private medical insurance, compassion and care time off, pension, employee stock purchasing program, volunteer time off, and much more!About the roleAs a Field Support Ops Specialist, you are part of the EU Customer Care team supporting Field Operations, your key role will be to assist field service and application engineers with the facilitation of work- and service orders with a high focus on our newly introduced Ready Workflows. You will play a crucial role in guaranteeing a smooth and efficient service delivery for our customers. Your efforts will ensure that customer interactions are handled seamlessly, contributing significantly to overall customer satisfaction and operational efficiency.Responsibilities will include:Facilitate and coordinate the complete execution of billable service orders, loaners, replacements and parts orders including accurate reconciliation and invoicing.Assist in responding to customer or field service engineer inquiries by email & phone and provide the best suitable solution to their needs. (e.g. order verification, updates on delivery dates, billable service orders, loaners, replacements and parts orders).Manage instrument dispatch and coordinate delivery of service loaner and/or replacements (excluding sales orders)Process, follow up, and validate service contracts for company-owned assets and loaner contracts, swap for asset replacements.Raise Purchase Orders in Ariba for third-party products and services required as part of the Ready Workflows by Illumina.Establish and maintain a tracker of raised purchase orders.Monitor service contracts across all third-party equipment.Build productive collaborative working relationships with Technical Support, Quote, Finance, Sales, logistics, Field Service, and support to deliver a world-class experience to our customers or field engineers.Perform order backlog management (billable service orders, loaners, replacements, and parts orders) to ensure timely deliveryRespond, investigate, and provide solutions to Business Issues (complaints) and inquiries related to billable service orders, loaners, replacements, and parts orders.Perform other duties as assigned.Preferred background, skills, and experience:Some experience of Ariba would be welcome but not essential.Excellent communication and stakeholder management skillsExcellent attention to detailFluent English (Written and Oral), any additional languages would be an advantage.Typically requires considerable related experience with a bachelor’s degree; or some experience and a Master’s degree; or equivalent work experience.What Can You ExpectOur team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.All job offers with Illumina are subject to a valid VOG (Code of Conduct). Failure to be able to supply this might result in the retraction of any job contract.INDEUR#LI-EMEAIllumina believes that everyone has the ability to make an impact, and 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.