Clinical Technical Applications Scientist

Based in the European headquarters of Illumina near Cambridge, the role is to work in the technical support team for the EMEA region where you will be providing technical direction and support to Illuminas clinical and applied market customers. As a product expert, you will provide support to customers and colleagues on Illumina's products; bead array and Next Generation Sequencing. 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.

Illuminas mission is to improve human health by unlocking the power of the genome - If that inspires you, lets talk. Youll 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.

All about the role

Responsibilities will include:

    Professionally, efficiently and conclusively triage, troubleshoot and resolve customers technical questions
    Log and manage customer issues using Illuminas issue-tracking database
    Troubleshoot a variety of issues related to Illumina products, with a focus on regulated products and reproductive and genetic health products, such as non-invasive prenatal testing (NIPT)
    Collaborate with colleagues to ensure efficient and timely support for our customers
    Develop and maintain positive relationships with customers
    Participate in quality case review and partner with our Regulatory and Quality teams to ensure case record compliance
    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
    Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency, are met or exceeded

All about you

Preferred Educational and Experience Background:

    Ph.D./ M.S or B.S. or equivalent plus previous relevant lab experience in molecular biology, genetics, bioinformatics or related field
    Spanish, German, Italian, French or Dutch speaker preferred
    Hands-on laboratory experience using, developing, or troubleshooting a wide range of molecular biology protocols such as PCR, sequencing, genotyping, and related procedures
    Excellent analytical and problem-solving skills required
    Outstanding written and verbal communication and interpersonal skills a MUST
    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
    Previous experience in a direct external customer support or sales role desirable, but not necessary
    Experience of working in a clinical and/or regulated environment
    Experience with Next Generation Sequencing technology
    Excellent understanding of software & bioinformatics/genetics, sequence alignment algorithms or related disciplines
    Teaching experience desirable
    Experience working in any customer service role desired (scientific or non-scientific) highly desirable

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.