Manager - Application Support

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 YouYou 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 PerformanceLead and develop the EMEA Field Application Scientist team, driving performance against key KPIsSet clear objectives, provide feedback, and foster a culture of continuous improvementEnsure consistent operational excellence across all territoriesTechnical & Scientific LeadershipAct as the primary scientific and technical lead for the UK and Benelux regionsProvide second-tier technical support across all authorised EMEA sitesOffer guidance and leadership to Field Applications, Engineering, and Technical Support teamsCustomer Experience & Service ExcellenceOversee the full customer journey, ensuring high-quality support from pre-sales through post-installationMinimise instrument downtime through proactive support, maintenance, and issue resolutionMonitor customer satisfaction metrics and implement strategies for continuous improvementOperational Efficiency & Process ImprovementEstablish and optimise processes to integrate commercial and support teams effectivelyEnsure key service metrics such as installation timelines and issue resolution are met or exceededMaintain accurate service records, system updates, and reportingCommercial Collaboration & GrowthPartner with Sales and Marketing to strengthen customer relationships and expand business within the regionSupport the development of commercial infrastructure and improve service delivery modelsDevelop and implement strategies to increase service contract adoptionRequirements:  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 organization. Highly motivated and successful leader who enjoys a challenging and dynamic work environment. Excellent time management, organizational and interpersonal skills. A team oriented approach to the work environment. Attention to detail and analytical problem solving with strong decision making skills. Strong negotiation and communication skills. The estimated base salary range for the Manager - Application Support role based in United Kingdom is GBP 63,800 - 95,600. The range reflects long‑term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. This salary range applies to the primary posting location listed above. Should the level or location of the role change during the hiring process, the applicable base pay range will be updated accordingly. Compensation ranges for other locations will differ to reflect local market competitiveness and will be shared with candidates if applicable during the recruitment process. Add