Manager - Application Support

Requirements

• Significant industry experience in biotechnology with confocal laser scanners, liquid handling robotics, or related technology.
• Management experience in a commercial role preferred
• Demonstrated ability to effectively manage field employees
• Experienced in providing pre and post sales support to customers in the life science industry preferred
• Strong customer centric nature with a proactive approach
• Experience establishing and managing best practice field service methodologies required to lead a world class service organizat

Benefits

Additional Information

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. Manager, Application Support - Global Scientific Engagement - EMEA (UK & Benelux focus) Travel required - approx. 30-40% (Driving licence essential) As Manager, Application Support - Global Scientific Engagement here at Illumina in EMEA, you will lead our Field Application Scientist (FAS) organisation across the region, with direct technical and operational responsibility for the UK and Benelux territories. This role sits at the intersection of scientific expertise, customer engagement, and commercial success, ensuring exceptional support across our proteomics portfolio. You will play a critical role in enhancing the customer journey, from pre-sales through installation, training, and ongoing support, while driving operational excellence and team performance. Working closely with Sales, Marketing, Engineering, and Technical Support, you will act as a key liaison between Illumina and its customer base. Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more! Why You You are an experienced and highly motivated leader with a strong background in biotechnology and a passion for delivering world-class customer support. You bring deep technical expertise in areas such as proteomics, confocal laser scanners, or liquid handling robotics, combined with a proven ability to lead and develop high-performing field-based teams. With significant experience in both pre- and post-sales scientific support, you understand the importance of customer engagement across the entire lifecycle and can proactively identify opportunities to improve service delivery and drive commercial growth. You are skilled at implementing best practice field service methodologies, managing KPIs, and fostering strong relationships with customers and internal stakeholders alike. Your leadership style is collaborative and results-driven, you thrive in dynamic environments, bring excellent organisational and communication skills, and have the confidence to make informed decisions that enhance operational efficiency and customer satisfaction. Key Responsibilities Include: Regional Leadership & Team Performance Lead and develop the EMEA Field Application Scientist team, driving performance against key KPIs Set clear objectives, provide feedback, and foster a culture of continuous improvement Ensure consistent operational excellence across all territories Technical & Scientific Leadership Act as the primary scientific and technical lead for the UK and Benelux regions Provide second-tier technical support across all authorised EMEA sites Offer guidance and leadership to Field Applications, Engineering, and Technical Support teams Customer Experience & Service Excellence Oversee the full customer journey, ensuring high-quality support from pre-sales through post-installation Minimise instrument downtime through proactive support, maintenance, and issue resolution Monitor customer satisfaction metrics and implement strategies for continuous improvement Operational Efficiency & Process Improvement Establish and optimise processes to integrate commercial and support teams effectively Ensure key service metrics such as installation timelines and issue resolution are met or exceeded Maintain accurate service records, system updates, and reporting Commercial Collaboration & Growth Partner with Sales and Marketing to strengthen customer relationships and expand business within the region Support the development of commercial infrastructure and improve service delivery models Develop and implement strategies to increase service contract adoption

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