Manager, Technical Support Mediterranean Europe

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, Technical Support – Milan, Italy (Mediterranean Region) Office working arrangement: 3 days per week onsite Closing Date: 28th November 2025 As Manager, Technical Support here at Illumina in Milan, you will lead our distributed Mediterranean Technical Support team, providing expert guidance and strategic direction to ensure exceptional customer experiences. This role is critical in supporting Illumina's innovative product portfolio across multiple countries, driving operational excellence, and fostering collaboration with internal stakeholders. You will champion best practices, oversee performance metrics, and act as a trusted escalation point for complex technical challenges. 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 a seasoned leader with a strong technical background and a passion for customer success. You bring extensive professional experience, including some experience managing teams in technical support or related environments. Fluency in English and either Italian or Spanish is essential (ideally all three). You excel at building collaborative relationships across Customer Care, Sales, QA, and Product Management, and you have a proven ability to communicate complex technical concepts clearly. Experience with CRM platforms such as Salesforce.com and a background in life sciences or service delivery will set you apart. Key Responsibilities Include: 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 evaluation. Advocate for customers and identify opportunities to enhance the customer experience. Serve as a manager, mentor, escalation point, and trusted resource within the support organization. Requirements Fluency in English and either Italian or Spanish. Some experience managing a team within support organizations or equivalent experience in a relevant field. Strong written and verbal communication skills; ability to present complex technical information clearly to diverse audiences. Proven ability to collaborate across departments including Customer Care, Sales, Consulting, QA, and Product Management. Skilled in issue escalation and resolution. Demonstrated organizational skills and strong work ethic. Ability to develop creative solutions for complex business challenges. Comfortable working in a fast‑paced, deadline‑driven environment. Experience with Salesforce.com or similar CRM platforms. Passion for technology and interest in life sciences and service delivery. Self‑motivated, resourceful, and committed to personal excellence. Capable of managing multiple priorities and stakeholders. Strong customer service orientation and problem‑solving mindset. Experience / Education Bachelor's degree required; Master's degree preferred or equivalent experience in a relevant field. Typically requires considerable direct work experience, including considerable experience in a management role. Demonstrated ability to influence peers, customers, and cross‑functional teams through interpersonal and leadership 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. We view it as a smart investment in our people, one that recognises 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. INDEUR 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 prioritised 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. This role is not eligible for visa sponsorship. #J-18808-Ljbffr