Manager - Application Support

Illumina, Inc.

Job Overview

Location

England - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and develop the EMEA Field Application Scientist (FAS) team with direct operational and technical responsibility for the UK and Benelux territories.
• Drive team performance against key KPIs by setting clear objectives, delivering feedback, and fostering a culture of continuous improvement.
• Serve as the primary scientific and technical lead for proteomics instrumentation in the UK and Benelux regions, providing second-tier technical support across all authorised EMEA sites.
• Oversee the full customer journey from pre-sales engagement through installation, training, and ongoing post-installation support to ensure exceptional service delivery.
• Minimise instrument downtime by implementing proactive maintenance strategies and rapid issue resolution protocols for complex life science equipment.
• Monitor and improve customer satisfaction metrics through data-driven insights and targeted service enhancements.
• Establish and optimise field service methodologies to align with world-class standards and ensure consistent operational excellence across all territories.
• Collaborate closely with Sales, Marketing, Engineering, and Technical Support teams to strengthen customer relationships and drive commercial growth.
• Support the development of commercial infrastructure and service delivery models to increase adoption of service contracts and expand market presence.
• Maintain accurate service records, system updates, and reporting to ensure compliance and operational transparency.
• Travel approximately 30-40% across the UK and Benelux regions to support customer sites, team development, and cross-functional initiatives.
• Act as a key liaison between Illumina and its global customer base, translating customer needs into actionable technical and operational improvements.
• Promote a collaborative, team-oriented work environment that values analytical problem-solving, decision-making, and strong interpersonal communication.
• Ensure all field operations adhere to best practices in customer-centric service delivery and scientific support within the life sciences industry.

🎯 Requirements

• Significant industry experience in biotechnology with hands-on expertise in confocal laser scanners, liquid handling robotics, or related technologies.
• Proven management experience leading field-based technical teams in a commercial environment.
• Demonstrated ability to provide both pre-sales and post-sales scientific support to customers in the life science industry.
• Experience establishing and managing best practice field service methodologies to lead a world-class service organisation.
• Strong customer-centric mindset with a proactive approach to service improvement and issue resolution.
• Excellent organisational, time management, and interpersonal skills with the ability to operate effectively in a dynamic, fast-paced environment.

🏖️ Benefits

• Private medical insurance
• Company contribution of 10% into pension
• Flexible time off
• Compassion and care time off
• Leisure travel insurance
• Employee stock purchasing program

Skills & Technologies

Remote

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Illumina, Inc.

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About Illumina, Inc.

Illumina, Inc. develops, manufactures, and markets integrated systems for large-scale genetic analysis. Its sequencing and array platforms, reagents, software, and services enable researchers and clinicians to analyze DNA, RNA, and epigenetic variation in humans, plants, animals, and microbes, supporting applications spanning oncology, reproductive health, agriculture, microbial genomics, and population genomics. Headquartered in San Diego, California, the company sells products globally to academic, clinical, government, pharmaceutical, and biotechnology customers, and provides cloud-based data storage and analysis tools to accelerate genomic discovery and personalized medicine.

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