Manager, Technical Support Mediterranean Europe at Illumina

Milan, Lombardy, Italy

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Genomics, HealthcareIndustries

Requirements

Seasoned leader with a strong technical background and passion for customer success
Extensive professional experience, including some experience managing teams in technical support or related environments
Fluency in English and either Italian or Spanish (ideally all three)
Ability to build collaborative relationships across Customer Care, Sales, QA, and Product Management
Proven ability to communicate complex technical concepts clearly
Experience with CRM platforms such as Salesforce.com
Background in life sciences or service delivery preferred

Responsibilities

Lead a multi-country team of Technical Support Specialists to achieve business objectives, including customer satisfaction, service level targets, resolution time, and project delivery
Develop and implement strategies to improve team efficiency and effectiveness, enhancing the customer experience
Establish and maintain best practices aligned with Illumina policies, ensuring readiness for internal and external audits
Monitor and drive performance against KPIs; proactively identify and implement corrective actions when targets are at risk
Provide continuous feedback, coaching, and mentorship to team members
Promote a collaborative culture and foster a customer-first mindset beyond technical expertise
Build strong internal networks across the Service Organization to leverage shared knowledge and resources
Lead cross-functional initiatives aimed at improving customer-facing support processes
Support new product launches by coordinating resources and collaborating with Service and Support teams to ensure smooth deployment
Set and track team goals to encourage collaboration and cross-functional alignment
Guide direct reports in setting and achieving individual development goals
Ensure team members have access to the tools, information, and processes needed to deliver effective technical solutions
Oversee delivery of high-quality technical and soft-skills training
Conduct performance reviews and provide regular feedback aligned with development goals
Represent the Support department in cross-organizational initiatives
Manage team workload and escalate resource gaps to senior leadership when needed
Oversee key processes including FAQ analysis, case reviews, and customer feedback

Skills

Key technologies and capabilities for this role

Technical SupportTeam ManagementCustomer SuccessPerformance MetricsEscalation ManagementGenomic TechnologyEnglishItalianSpanish

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position follows an office working arrangement of 3 days per week onsite in Milan, Italy.

What are the employee benefits at Illumina?

Illumina offers industry-leading benefits including 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.

What skills and experience are required for this position?

Candidates need a strong technical background, extensive professional experience managing teams in technical support, fluency in English and either Italian or Spanish (ideally all three), and skills in building collaborative relationships and communicating complex technical concepts. Experience with CRM platforms like Salesforce.com and a background in life sciences or service delivery are preferred.

What is the company culture like at Illumina?

Illumina fosters a collaborative culture with a customer-first mindset, surrounded by extraordinary people, inspiring leaders, and world-changing projects where every person has the opportunity to make a difference.

What makes a strong candidate for this Manager role?

A strong candidate is a seasoned leader with team management experience in technical support, fluency in English and Italian or Spanish, excellent collaboration and communication skills, and preferably experience with Salesforce and life sciences.

Illumina

Supports genomics startups through funding and resources

About Illumina

Illumina focuses on fostering innovation in the genomics industry by supporting startups through its Illumina Accelerator program. This program helps entrepreneurs create, launch, and grow genomics-focused companies by providing funding and resources. The accelerator operates in two main locations: the San Francisco Bay Area and Cambridge, UK. Illumina Accelerator has successfully invested in 68 genomics startups, which have collectively raised over $1 billion in venture capital. What sets Illumina apart from its competitors is its strong partnership with leading venture capital investors and its dedicated focus on the genomics sector. The goal of Illumina is to build a thriving ecosystem for genomics innovation, enabling new companies to emerge and advance the field.

San Diego, CaliforniaHeadquarters

1998Year Founded

$27.2MTotal Funding

IPOCompany Stage

Venture Capital, BiotechnologyIndustries

5,001-10,000Employees

Risks

Over-reliance on NVIDIA's AI technology may limit flexibility in AI solution adoption.

Standardizing proteomics data across platforms could challenge Illumina's data reliability.

Single-flow-cell NovaSeq X System might cannibalize sales of higher-end models.

Differentiation

Illumina leads in genomic sequencing with advanced AI integration and multiomic data analysis.

The company offers innovative array-based solutions for DNA, RNA, and protein analysis.

Illumina's global expansion includes a new Global Capability Center in Bengaluru.

Upsides

Collaboration with NVIDIA enhances drug discovery and clinical development through AI integration.

Pilot proteomics program with UK Biobank aims to generate crucial reference datasets.

Single-cell sequencing kits make high-throughput sequencing accessible to smaller labs.

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