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Technical Support Supervisor

Company Name: Illumina
Employment Type:Remote
Location: Dubai
Experience: 2-5 years
Degree: Bachelor
Gender:Any
Age:Any  
Nationality: Any
Salary:Unspecified
No. Of Vacancies:1
Job Description:
Technical Support Supervisor – Dubai based

Illumina are a Global Biotechnology company, growing at a rapid pace, we are currently looking for the best, customer focused Technical Support Supervisor to join our mission, to improve human health by unlocking the power of the genome. By joining Illumina as a Technical Support Supervisor, you will work in collaboration and in scientific discussion which will enable our clinical customer success across the EMEA region.  Our Technical Support Scientists are a key deliverer of Illumina product and application support to our customers across the EMEA region. 

Based in the Illumina Solutions Centre in Dubai, the role is to work as part of the technical support function for the EMEA region.

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 much more!!


Why You
You will have a keen interest and experience in supporting customers and providing the best levels of technical customer care possible.  You will have excellent analytical, problem-solving and interpersonal skills as well as the ability to communicate technical information effectively to your team and our customers.  You will come from a molecular biology, genetics or bioinformatics background and be passionate about supporting and advising our customers on Illumina products and applications.

You will be self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.  This position suits someone who can plan ahead in order to assess the implications of trade-off decisions in the present. Applicants must thrive in a dynamic, high-paced, customer driven environment.

To be successful in this role you will preferably have language skills that as well as English include Arabic, Russian or French. Other languages might be considered.


The Role
As Technical Support Supervisor a large part of your role will be providing guidance and support to the technical support team.  You are responsible for ensuring the success of our customers by supervising a team of Tier 1 Technical Applications Scientists (TAS) and associated support projects and processes.

This role involves managing case assignment and escalations, establishment of support best practices, reporting on support statistics, and TAS career Development. You will also handle a number of technical customer queries yourself, troubleshooting basic inquiries utilizing foundational knowledge of technical issues to answer routine problems and questions. 

You will also provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers, most of whom will be Illumina distributors.  This is an exciting role in a fast-paced environment where no day is the same!


Responsibilities will include:
Act as a second level contact for Illumina Technical Support Scientists, Illumina distributors and customers
Handle technical inquiry and complaint cases
Professionally and efficiently assist TAS’s in their efforts to triage, troubleshoot, and resolve complex customer complaints using case management software
Coordinate and assist with training to TAS’s on Illumina products, problem solving skills, and customer service skills
Responsible for implementing cost-effective, high-value solutions for supporting distributors and customers
As a member of the Customer Solutions Team, assist in the development and improvement of key commercial processes to ensure that Illumina provides its distributors and customers with world class technical support
Develop new TAS’s into this role
Help TAS’s meet and exceed key performance metrics such as customer response time, issue resolution time, and departmental efficiency
Occasional travel to Illumina UK headquarters

Preferred background, skills and experience:
Prior technical support hands-on and leadership experience preferred
Prior support experience with commercial distributors or channel partners
Clear vision of and commitment to providing outstanding customer service
Outstanding problem solving and interpersonal and team player skills
Demonstrated written and verbal communication and training skills
Thrives in face-paced environment  
M.S. or Ph.D in molecular biology, genetics, bioinformatics, or a relevant field
Some practical Sequencing or BeadArray experience
Fluent English and Arabic, Russian or French language skills


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 including highly competitive salaries accompanied by a market leading benefits package.

You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina. 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.

Illumina believes that everyone has the ability to make an impact, and 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.