Technical Applications Scientist
As a product expert within the technical support team, you will be fully trained to provide technical support to customers and colleagues on Illumina's products (bead array and Next Generation Sequencing). Daily, you’ll triage, troubleshoot and resolve customer’s technical questions, whilst ensuring excellent customer engagement and satisfaction.
Like you, we know the importance of your role and offer you a collaborative and supportive environment in which you are encouraged to continually develop your skills and knowledge.
You’ll join a culture fuelled by innovation, collaboration and openness, helping change lives by driving advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets.
Responsibilities will include:
Professionally, efficiently and conclusively triage, troubleshoot and resolve customer’s technical questions
Log and manage customer issues using Illumina’s issue-tracking database
Troubleshoot a variety of issues related to Illumina products
Collaborate with colleagues to ensure efficient and timely support for our customers
Assist customers with and provide analysis of customer data
Develop and maintain positive relationships with customers
Triage and dispatch issues requiring field support to Field Service Engineers and Field Applications Scientists/Specialists
Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers
Working closely with sales and marketing, QA/QC, research and development to address customer concerns, determine corrective action and customer follow-up
Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency, are met or exceeded
Provide customer feedback to marketing and product development teams
Sitting in the technical support department of the Illumina headquarters office in Europe, you will collaborate with colleagues and other teams to offer the level and quality of support our customers expect
Preferred Educational and Experience Background:
Fluent English and French language skills
PhD./ M.S or B.S. plus previous relevant lab experience in molecular biology, genetics, software & bioinformatics or related field
Hands-on laboratory experience using, developing or troubleshooting a wide range of molecular biology protocols such as PCR, sequencing, gene expression analysis, genotyping, and related procedures with a strong flavour of Software & Bioinformatics usage
Excellent analytical, problem-solving and interpersonal skills required
Outstanding written and verbal communication and training skills
Good working knowledge of Microsoft Excel and Outlook required
Must be very detail-oriented
It would be brilliant (but not necessary) if you also have:
Biotech experience preferred with previous experience in a direct external customer support role
Experience with Next Generation Sequencing technology
Excellent understanding of software & bioinformatics/genetics, sequence alignment algorithms or related disciplines
Experience within a customer-facing role in sales or support
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.
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