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.
Field Support Operations Specialist
Dubai
Hybrid
The role
The Field Support Operations Specialist in Dubai performs a broad range of functions in support of the customer ordering process, from order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery. The unique workload varies by geography assigned and staffing demands in the region and in regions with a greater number of staff, the position may be highly specialized, focusing on a single area of the customer ordering process.
Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, lifestyle allowance, employee stock purchasing program, volunteer time off and much more!
Why you
As our Field Support Operations Specialist, you will have a proven background in customer service, and experience in the field support area would be an advantage. You will be collaborative, with excellent communications skills, and experience of working within fast paced role.
Responsibilities include
Process instrument, parts, consumables replacement order
Coordinate delivery of parts orders processed by the field service team
Manage and prepare shipping related documents required to ship parts/tools
Execute billable services/time and materials/relocation case creation and invoice management. Partner with field service team to resolve any discrepancies
Partner with Field Service team to process and troubleshoot parts order and Work Order issues
Tracks and communicates order status to customers & internal stakeholders
Processes credit/rebills/adjustments as required
Process returns of instruments or parts in ERP system in collaboration with field service team and warehouse logistic team
Manage calibrated instruments and tools to agreed standards and coordinate return logistics. Resolve vendor inquiries and payment discrepancies
Execute software license activation and billing reconciliation
Create ad-hoc report to support operational activities
Troubleshoot issues related to order and delivery process, determines root cause and propose for solution
Manages Case Assignment - Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Position Requirements:
Bachelor’s degree with experience in Customer service. Experience in Field Service area is preferred
Functional knowledge of Microsoft Office
Experience with CRM and/or ERP system (SAP and SFDC are preferred)
Basic experience in creating, sorting and review reports
Experience working with a freight forwarder with understanding of international logistics is a plus
Possess customer-first mindset and strive to deliver delightful customer experience
Strong knowledge and deep understanding with managing Middle East countries and Africa will be a plus
Demonstrate skills, knowledge, and ability to recognize matters needing attention and to initiate action
Strong interpersonal, written, and oral communications.
Must be detailed oriented
Strong cross-team collaboration skills.
Strong written and verbal communication skills in English
What can you expect
Our team members are bright, energetic and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work.
If you require accommodations or adjustments to complete the application or interview process, please contact accommodations@illumina.com
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