Customer Care Specialist - Eindhoven (Hybrid)

Illumina is seeking a Customer Care Specialist for a 1-year fixed-term contract in Eindhoven, Netherlands. This hybrid role involves managing customer and field service engineer interactions for order management, processing, dispatch, and shipment tracking, as well as supporting inquiries. The specialist will facilitate service orders, manage instrument dispatch, process service contracts, and collaborate with internal teams to deliver world-class customer experience. The ideal candidate will have office experience, strong commercial skills, and fluent English.

Must Have

• Manage customer and field service engineer interactions for order management, processing, dispatch, and shipment tracking.
• Support customer and field service engineer enquiries.
• Facilitate and coordinate the complete execution of billable service orders, loaners, replacements, and parts orders.
• Manage instrument dispatch and coordinate delivery of service loaner and/or replacements.
• Process, follow up and validate service contracts.
• Build productive collaborative working relationships with various internal teams.
• Perform order backlog management to ensure timely delivery.
• Respond, investigate, and provide solutions to Business Issues and inquiries.
• Investigate and perform cancellation and credit and rebill requests.
• Fluent English language skills.
• Previous office based experience.
• Excellent commercial skills.

Good to Have

• Additional European language skills.
• Ability to understand and/or deploy key internal business processes.
• Able to utilise commercial tools (e.g., CRM, SAP, Quickbase, Tableau).
• Navigate internal & external partners.

Perks & Benefits

• Expanding access to genomic technology to realize health equity.
• Opportunity to make a difference and be part of something bigger.
• Surrounded by extraordinary people, inspiring leaders, and world-changing projects.
• Inclusive environment where employees feel valued and empowered.
• Zero-net gap in pay, regardless of gender, ethnicity, or race.
• Employee Resource Groups (ERG) for career development, cultural awareness, and social responsibility.

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.

Customer Care Specialist, Eindhoven (Netherlands) 1-Year FTC

Closing Date: Thursday 18th December 2025

As a Customer Care Specialist at Illumina you will manage customer and field service engineer interactions for order management, order processing, dispatch, and shipment tracking. In addition, you will also be responsible for supporting with customer and field service engineer enquiries.

This is an onsite position in Eindhoven with the opportunity for hybrid working up to three days per week. The suitable candidate will have previous office experience with excellent commercial skills and the ability to build and maintain strong customer relationships. It is essential for the role that you have Fluent English language skills, with an additional European language being preferred but not essential for this role.

Responsibilities:

• Facilitate and coordinate the complete execution of billable service orders, loaners, replacements, and parts orders including accurate reconciliation and invoicing.
• Assist in responding to customer or field service engineer inquiries by email & phone and provide the best suitable solution to their needs. (e.g. order verification, updates on delivery dates, billable service orders, loaners, replacements and parts orders).
• Manage instrument dispatch and coordinate delivery of service loaner and/or replacements (excluding sales orders)
• Process, follow up and validate service contracts for company owned assets and loaner contracts, 3rd party Tecan, swop for asset replacements.
• Build productive collaborative working relationships with Technical Support, Quote, Finance, Sales, logistics, Field Service & Support to deliver world class experience to our customers or field engineers.
• Perform order backlog management (service contracts, billable service orders, loaners, replacements, and parts orders) to ensure timely delivery.
• Respond, investigate, and provide solution to Business Issues (complaints) and inquiries related to service contracts, billable service orders, loaners, replacements and parts orders.
• Investigate and perform cancellation and credit and rebill requests for service contract orders as required.
• Contribute to process improvements and provide input for correct documentation.
• Participate in regional and/or global projects.
• Perform other duties as assigned.

Preferred Requirements:

• Previous office based experience is essential
• Excellent commercial skills
• Ability to understand and/or deploy key internal business processes
• Able to utilise commercial tools (e.g., CRM, SAP, Quickbase, Tableau)
• Navigate internal & external partners
• Fluent in English language with the addition of any other European language skills being highly preferred

All job offers with Illumina are subject to a valid VOG (Code of Conduct). Failure to be able to supply this might result in the retraction of any job contract.

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 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.