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 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 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 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.

Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package.

We offer a thoughtfully designed benefits package that supports your wellbeing, flexibility, and life beyond work—combining globally differentiated offerings with locally tailored programs. This includes support during important life moments, flexible time off, opportunities to give back, and a weeklong company-wide summer shutdown. In the UK, we also offer flexible benefits, a company contribution of 10% into your pension, and private medical insurance, alongside additional benefits to support you and your family. We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants.