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.

Senior Technical Applications Scientist

As an in-house Support Scientist (Technical Applications Scientist) of Illumina products and applications, you will provide expert technical advice and troubleshooting assistance for NGS and MicroArray customers with all facets of their workflows. As a key member of the AMR Service and Support Team you will also assist in the development and improvement of key commercial processes to ensure that Illumina provides its customers with world-class technical support. Candidates will receive extensive product training, competitive salaries, and equity. Illumina is growing rapidly and offers excellent opportunities for career development.  

Responsibilities: 

Provides phone, email, and/or live chat support to internal and external customers Sufficient technical and customer handling mastery to independently troubleshoot the most complex technical and account issues Identify gaps in and educate the team on sales opportunities and communication with the commercial team Coach team on providing technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers. Excelling at contact center best practices, team focus, and time management skills Proactively self-identify and provide mentoring opportunities for junior staff on best practices, and assist with resolution of moderate to complex issues Employ situational awareness in reaching critical decisions for self and team Identify, create and present technical content (Knowledge Base, Webinars, short videos, team trainings), to internal and external stakeholders to increase self-sufficiency in using and troubleshooting Illumina products. May participate in core product sustaining and development teams to represent the voice of the customer and voice of support. Develop and maintain positive working relationships with internal teams (Research and Development, Product Support, Software Development, Operations) through project work Understands and delivers on commercial goals and consistently facilitates team in the delivery of departmental goals and metricsIdentify gaps in training, resources, and processes which would increase efficiency for resolution of customer issues and promote customer successProvide ongoing training to build and enhance team proficiency with Illumina’s products. 

Education: 

Ph.D. with a minimum of 3 years or M.S. with a minimum of 5 years of relevant in-house or field-based application experience in molecular biology, genetics or a related field

Requirements 

3+ years’ experience in call center/technical or applications support position requiredPractical Sequencing experience/knowledge of NGS or MicroArray platforms and tools required Familiarity with Salesforce, or other CRM, familiar with case documentation, field team dispatch, and escalation procedures desirable Prior experience in proteomics and automation is highly desirableSelf-motivated and consistently present a positive attitude and productive spirit during normal and challenging time Able to work in a fast-pace dynamic environment with open mindset to feedback Ability to rapidly absorb complex technical training material and apply them to daily responsibilities Detail oriented with excellent analytical, problem-solving and interpersonal skills required Communicate proficiently verbally and in writing to support a diverse population of customers Willing and able to work on weekends, holidays, and flexible hours Ability to work independently as well as collaboratively within a team is requiredWilling to travel up to 10% 

The estimated base salary range for the Senior Technical Applications Scientist - Library Prep role based in the United States of America is: $88,200 - $132,400. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.