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.Position Summary: The Field Service Operations Specialist in India performs a broad range of functions in support of the customer ordering process, from order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery. The unique workload varies by geography assigned and staffing demands in the region and in regions with a greater number of staff, the position may be highly specialized, focusing on a single area of the customer ordering process.Position Responsibilities: Process instrument, parts, consumables replacement orderCoordinate delivery of parts orders processed by the field service teamManage and prepare shipping related documents required to ship parts/toolsExecute billable services/time and materials/relocation case creation and invoice management. Partner with field service team to resolve any discrepanciesPartner with Field Service team to process and troubleshoot parts order and Work Order issuesTracks and communicates order status to customers & internal stakeholdersProcesses credit/rebills/adjustments as requiredProcess returns of instruments or parts in ERP system in collaboration with field service team and warehouse logistic teamManage calibrated instruments and tools to agreed standards and coordinate return logistics. Resolve vendor inquiries and payment discrepanciesExecute software license activation and billing reconciliationCreate ad-hoc report to support operational activitiesTroubleshoot issues related to order and delivery process, determines root cause and propose for solutionManages Case Assignment - Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.Position Requirements: Bachelor’s degree with 3-5 years of experience in Customer service. Experience in Field Service area is preferredFunctional knowledge of Microsoft OfficeExperience with CRM and/or ERP system (SAP and SFDC are preferred)Basic experience in creating, sorting and review reportsExperience working with a freight forwarder with understanding of international logistics is a plusPossess customer first mindset and strive to deliver delightful customer experienceDemonstrate skills, knowledge, and ability to recognize matters needing attention and to initiate actionStrong interpersonal, written, and oral communications.Must be detailed orientedStrong cross-team collaboration skills.Strong written and verbal communication skills in English.All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.#LIHybridIllumina 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.
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