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Job Description

England - Remote

Basic Function and Scope of the Position:

The Associate Director Customer Services, UK and Nordics, is responsible for managing customer support and professional services in the defined territory. The primary performance metrics is customer satisfaction. However, there is also a strong focus on profitable growth of our services business. They will manage a group of field service managers and supervisors but also directly supervise specialist individual contributors e.g. Staff Engineers or On-Site Team Leaders. They are expected to work closely with the region’s core service teams e.g. tech support to provide a seamless customer support experience. Strong collaboration with the local commercial team is also mandatory.

Tasks and Responsibilities

Directly manage the day to day operations of their team to achieve the goals of the business.
Collaborate with sales and marketing to support sales of new instruments, growth of consumable sales to existing customers and development of the long term sub-region plan
Collaborate with region wide support programs e.g. use of third parties to support and to ensure that local needs are built into those EMEA wide and global programs.
Partner with the in-house support teams (e.g. tech support) to deliver a seamless support experience.
Review customer and internal quality issues on a regular basis and work with the broader service team to drive customer elevations to a prompt conclusion.
Ensure that there is a strong focus on customer experience within the team
Network with customer (and channel partners) to ensure that their support and services needs are properly understood within the firm.
Build a strong management team to ensure that the business goals can be achieved.
Measures of Success

Customer satisfaction & compliance metrics: case closure performance, customer satisfaction, NPS, PAE etc.
Business Growth: service revenues, training days delivered, contract coverage
Financial Performance: Costs, utilisation and applied labour
People development: Power of I, IDP completion.
Required Experience and Skills

Demonstrated ability to set and manage customer expectations 
Strong financial skills/business acumen
Excellent knowledge of Illumina’s business environment
Excellent problem-solving skills
Good communication and collaboration skills
Excellent command of English (written and oral)
Desired Experience and Skills

Demonstrated competence at managing multi-country teams
Sales experience would be desirable
Competence in languages other than English


Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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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