Sr Service Operations

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.Illumina’s AMR Revenue Operations team is looking for a Sr Service Operations Analyst to improve processes and manage special projects 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, process improvement, and strategic support.  The position will require deep collaboration 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 senior 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 help strengthen and scale our service delivery process.  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:Programmatic support of key service programs including OEM vendors, Calibrated Tools, Trunk Stock, Inventory Management, and Loaner and Rental programsLead coordinated activities with business partners (Field Service, Service Operations, Logistics, Customer Care) and ensure timely and excellent executionManage projects to minimize compliance risks, drive cost savings, and improve the end-user experienceLead initiatives with Field Service team to ensure data is clean and accurateExecute and support the updating of Standard Operating Procedures to maintain compliance and meet customer needsProvide data-driven insight to revenue and costs of new and existing service offerings (e.g. warranty, service plans, billable, etc.)Act as a subject matter expert on larger projects relating to process improvement and/or system enhancementsBuild relationships and act as a business partner to both the Global Service Operations and the AMR Service and Support teamPrepare advanced analyses to help identify and communicate trends and drivers to the businessMonitor KPI metrics to understand trends and make informed prioritized decisionsEffectively manage and prioritize high volume of tasks simultaneouslyUnderstand and implement industry best in class servicesEffectively and concisely communicates complex topics at an Executive levelSelf-driven in identification, prioritization, and execution of deliverablesPerform other duties as requiredRequirements:Bachelor’s Degree required, MS in Science/Engineering or Business preferredExperience working with Salesforce and ServiceMax preferred3-5 years working with a Service OrganizationExcellent communication skills with experience presenting to executive/leadershipProficient in PowerPoint, Excel, Word, and TableauAt 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