Product Care Representative

4 days ago

Oakville, Ontario, Canada Illumina Full time
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.

Summary

The Canadian Inside Sales group is searching for an Inside Sales Product Care Representative who can drive and manage the sales of the Illumina Product Care Portfolio of services within their assigned territories. The Inside Sales Product Care Representative is expected to meet and/or surpass sales targets for instrument service contracts, professional services, and driving our service portfolio sales at the time of new capital purchase(s). In addition to meeting and/or surpassing sales targets, the Inside Sales Product Care Representative will also be responsible for managing the customer sales process for Illumina Product Care Plans and Professional Services through phone, e-mail, web/remote conferencing, and limited on-site visits to promote and further develop the Illumina Service Business.

Responsibilities

  • Achieve and/or surpass all Product Care sales targets and quotas assigned by management.

  • Initiate, maintain, and take full responsibility and ownership of service contract renewal sales process within assigned districts/territories.

  • Effectively manage all inbound/outbound communication with customers. This includes but is not limited to: service contract renewal notifications/quotes, coordinating with internal resources (field sales, field service engineers, territory account managers) to address customer questions and objections, identifying potential upsell/cross-sell opportunities, and facilitating the negotiation of a service sale to the point of order receipt.

  • Work with existing customer base to identify service and support needs to further develop opportunities for professional services and cross/up selling. (i.e. point of sale, onsite training, consultations, proof of concept, software subscriptions, and compliance services)

  • Establish and maintain a strong, positive, and productive relationship with customers and individuals within the organization. 

  • Develop a team based selling approach with assigned territories to promote and increase service revenue at the point of new instrument sale. 

  • Maintain the CRM and other databases for accurate service contract renewal status and forecasting.

  • Changes to individual responsibilities may occur due to business needs and other related duties may be assigned.

Requirements

  • Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

  • Background preferably includes: Life Sciences industry experience, at least 1 year sales experience, or related field with customer-facing responsibilities.

  • Experience with strategic selling, working with multiple cross functional teams, and knowledge of instrument services and value-based selling.

  • Candidate must be comfortable with conducting presentations effectively and professionally, to customers/peers/management.

  • Highly self-motivated, independent, and successful individual who enjoys a challenging and dynamic work environment, and who approaches tasks with urgency and in a detail-oriented manner. Works autonomously and receives little instruction on day-to-day work/new assignments.

  • Team player with exceptional interpersonal and communication (written and verbal) skills, with a demonstrated desire to be an effective collaborator within a team selling environment. Builds productive working relationships internally and externally.

  • Highly adaptable individual, who is a quick learner and has a willingness to plan, prioritize, and manage time effectively.

  • English required, Bilingual (English and French) strongly preferred

#LI-REMOTE


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 To learn more, visit: 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.

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