In this blog series, we’re meeting with people who make up the Luminex family. Today we chat with Ginger Gillen, Senior Director, Global Support Services, who earned her bachelor’s and master’s degrees in biology and pathobiology, respectively, at Kansas State University. She’s been with the company since 2000, and we learned that she’s always up for watching a horror film.
Q: What does it mean to lead the Global Support Service team?
A: The goal of the team is to engage with our customers so we can create relationships with them and technically support them with our scientific and engineering expertise. We have a customer relations team that answers phone calls, handles inquiries, and performs complaint follow-up calls once a case is closed. They also route complaints to the right subject matter expert in our technical or partner support groups. Our teams are dedicated to solving customer’s issues quickly and effectively. Recently, we’ve expanded our efforts to assist customers with the setup and support of their laboratory information systems and implemented a process for complaint escalation and risk assessment to help us keep a pulse on the quality of our products in the field. My day-to-day job involves working side by side with my team, collaborating with cross-functional groups, speaking with customers, as well as participating in strategic projects and continual process improvement efforts.
Q: What drew you to Luminex?
A: I was working at the University of Texas when I came across Luminex and thought the technology was interesting and easy to use. Luminex had something that was innovative that no one else had — it could give you so many answers with one small sample. We’ve continued to build on that, and Luminex’s presence has been important for Austin and the scientific community.
Q: Did you always know this was the career you wanted?
A: In college, I didn’t know what my dream job looked like. In the beginning, I wanted to be a veterinarian, but since I liked biology and researching diseases, I went on to get my master’s degree in pathobiology. After graduation, my husband and I moved to Austin, which was an easy transition thanks to the warm weather, culture, and all the fun things to do here.
Q: If you weren’t at Luminex, where would you be?
A: If I didn’t need the money, I would probably be traveling to see new places and experience different cultures. I would also want to volunteer more often at a place like Austin Dog Alliance, where they train dogs to help people with special needs, such as veterans and autistic children.
Q: If you could solve any clinical or genetic challenge, what would it be?
A: A big thing in my husband’s family is Alzheimer’s and dementia. I would determine a way to prevent it or catch it early and treat it. It’s such a terrible, progressive disease.
Q: What is something about you that no one at Luminex knows?
A: So many of the employees here have been around for a long time that we’re almost a family, and several of them know everything about me! But they may not be aware that I’ve known my husband for more than half my life. We met in middle school and starting dating when I was 18. He still keeps me around.
Q: What is your favorite thing to do in Austin on the weekend?
A: I love to spend time with my family, host dinner parties, and take my dogs for long walks. I like to go out to eat with friends at restaurants around town. There is no shortage of great restaurants, and Austin is a perfect place to sit outside and relax!
