SARA DIETZ
Cambridge,UK
Summary
Experienced application support manager with a decade in biotech, excelling in fast-paced settings. Proven ability to mentor and manage application scientists, ensuring timely and effective post-sales support. Recognized for critical thinking and problem-solving capabilities, along with strong communication skills. Innovated support delivery through implementation of AI-driven tools and automation.
Overview
2
2
Languages
5
5
years of post-secondary education
14
14
years of professional experience
Work history
Manager, Application Support
Illumina
Cambridge, UK
2022.03 - 2026.07
- Leading teams of Technical Application Scientists based in Europe and Brazil with a 98% customer satisfaction rating
- Piloting change management initiatives, successfully improving organisational adaptability and AI readiness
- Establishing and managing operational metrics to deliver support to customers at scale
- Set clear objectives, evaluated progress, coached, trained, and instilled a high-performance culture focused on teamwork and support excellence resulting in improved customer experience
Supervisor, Application Support
Illumina
Cambridge, UK
2019.04 - 2022.02
- Built and managed two separate teams
- Training, Mentoring and Management of up to 4 Technical Applications Scientists
- Build the Illumina Graduate Scheme: Recruited, mentored and managed a group of early career scientists, building their commercial awareness in department rotations, lab projects and career events.
- Demonstrated excellent organizational, planning and management abilities, capable of performing additional roles to high efficiency
Staff Technical Application Scientist
Illumina
Cambridge, UK
2016.01 - 2019.03
- Specialised in newly formed clinical support group, advancing to technical lead
- Training and mentoring new team members
- Provided knowledge management documentation as well as new local and global processes for support in a regulated environment
Senior Technical Application Scientist
Illumina
Saffron Walden, UK
2013.01 - 2016.09
- Provided outstanding application support on sequencing platforms to internal and external customers in a fast-paced environment
- Supported up to 3 different technical workflows in parallel
- Regularly received outstanding feedback from internal as well as from external customers through surveys
Education
PhD - Molecular Oncology
University of Cambridge
Cambridge, UK 2008.09 - 2012.03
MSc - Biochemistry
Ruhr-University Bochum
Bochum, Germany 2005.10 - 2007.10
Skills
- Leadership in diverse environments
- Change management
- Problem solving
- Teamwork and collaboration
- Performance metrics evaluation
- Mentoring and coaching
- Effective communication
- Regulatory compliance
- Strategic planning
LANGUAGES
English
Native
German
Native
Timeline
Manager, Application Support
Illumina
2022.03 - 2026.07
Supervisor, Application Support
Illumina
2019.04 - 2022.02
Staff Technical Application Scientist
Illumina
2016.01 - 2019.03
Senior Technical Application Scientist
Illumina
2013.01 - 2016.09
PhD - Molecular Oncology
University of Cambridge
2008.09 - 2012.03
MSc - Biochemistry
Ruhr-University Bochum
2005.10 - 2007.10