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.**Please submit your resume in English. Fluency in English is required**The Manager of Service and Support, LATAM is responsible for all aspects of customer success in Latin America. This individual will be expected to build, develop and maintain high-impact commercial enablement activities at the Channel Partners including customer demonstrations, workshops, seminars, and enable second level elevation support and troubleshooting. This individual will also be responsible for managing the delivery of Field Application Scientists (FAS) and Field Service Engineers (FSE). The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Manager of Service and Support, LATAM partners with internal and external customers to provide training, troubleshooting, and complaint resolution. This position serves as a liaison with our Channel Partners, Sales and Marketing to develop resources that maximize sales growth and customer satisfaction.This role requires exceptional coaching, communication, time management, situational awareness, poise under pressure, project management, and collaboration skills. You will be expected to build and maintain strong relationships across sub-regional Service and Applications teams, Training, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.Position Summary: Manages both pre-sale and post-sale technical staff and support activities including assessment of how company products meet customer needs and the preparation of product specifications for development and installation of customized applications/solutions. May provide pre-sale technical support in sales presentations and product demonstrations. Establishes and maintains lines of communication with design engineering on issues such as considerations for product reliability. Works with marketing and product managers to define new products and may provide insight from the field back to these groups.Changes to individual responsibilities may occur due to business needs and other related duties may be assigned.Scope of Responsibilities:Receives objective-based assignments.Determines resources needed to meet goals and deliver tactical results and provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).Works on assignments of diverse scope where problem solving requires the analysis of data and a variety of relevant factors.Erroneous decisions may cause delay in accomplishing short-term and/or annual goals. Frequently interacts with subordinate supervisors, customers, and/or functional peer group professionals. Leads cooperative efforts with stakeholders outside own area of expertise. Interactions require effective communication and presentation of results/recommendations.Manages the coordination of activities for a discipline or department. Guides team and is responsible for results, including budgets, methods, and staffing.Oversees professionals and may be responsible for subordinate supervisors. In some instances, may be responsible for a functional area and not have any subordinate employees.Experience/Education:Typically requires a Bachelor’s degree and a minimum of 8 years of related experience, with 1-3 years of Management experience. 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 accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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