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Salary 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.
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.
Technical Applications Scientist - Cambridge based
Illumina are a Global Biotechnology company, growing at a rapid pace, we are currently looking for the best, customer focused Technical Support Scientists to join our mission, to improve human health by unlocking the power of the genome. As a product expert, you will provide support to customers and colleagues on Illumina's products; bead array and Next Generation Sequencing.
By joining Illumina as Technical Applications Scientist, you will be based on-site in the EMEA Head Office based in Cambridge UK, you will work in collaboration and in scientific discussion which will enable our clinical customer success across the EMEA region.
Illumina's employee benefits are industry leading and include, Flexible time off, Private medical insurance, Compassion and care time off, Leisure travel insurance, Pension, Lifestyle allowance, Employee Stock Purchasing Program, Volunteer time off and much much more!!
Why You
You will have a keen interest and experience in supporting customers and providing the best levels of technical customer care possible. You will have excellent analytical, problem-solving and interpersonal skills as well as the ability to communicate technical information effectively to your customers.
You will come from a molecular biology, genetics or bioinformatics background and be passionate about supporting and advising our customers on Illumina products and applications. We are looking for candidates that have had a previous focus on Bioinformatics/software either through experience or education.
Responsibilities will include:
- Professionally, efficiently and conclusively triage, troubleshoot and resolve customer technical questions and problems
- Log and manage customer issues using Illumina’s issue-tracking database
- Troubleshoot a variety of issues related to Illumina’s products under limited instruction
- Keen interest in learning about our sequencer portfolio and its integration in different pipelines.
- Collaborate with colleagues to ensure efficient and timely support for our customers
- Provide and assist customers with the analysis of their data
- Develop and maintain positive relationships with customers
- Triage and dispatch issues requiring field support to Field Service Engineers and Field Applications Scientists when appropriate
- 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, and R&D to address customer concerns, determine corrective action and customer follow-up
- As part of the Technical Support Team, located in the Illumina Centre UK, you will collaborate with colleagues and other teams to offer the level and quality of support our customers expect
Preferred Educational and Experience Background:
- PhD/MSc or BSc in molecular biology, genetics or similar.
- Troubleshooting experience on gene expression analysis, genotyping, NGS, pipeline failures, command line and related procedures with a strong flavor of software & bioinformatics usage
- Good understanding of software & bioinformatics/genetics/analysis pipelines and algorithms for analysis as well as its output and interpretation.
- Experience of data analysis with Illumina software or similar.
- Excellent analytical, problem solving and interpersonal skills required
- Outstanding written and verbal communication and training skills a must
- Experience working in any service role desired
- Teaching experience desirable
- 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
- Command line, API and networking knowledge is an advantage
- Experience with sequencing technology
- Demonstrated written and verbal communication and training skills
- Customer facing role in sales or support
What can you expect
Our team members are bright, energetic, and dedicated—they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program including highly competitive salaries accompanied by a market leading benefits package.
You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina.
We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.
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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.
