Technical Applications Scientist - Cambridge, UK (Hybrid)
As a Technical Applications Scientist here at Illumina, you will provide support to customers and colleagues on Illumina's products; bead array and Next Generation Sequencing. By joining Illumina as a Technical Support Scientist in Cambridge, you will work in collaboration and in scientific discussion which will enable our clinical customer success across the region.
Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, pension, employee stock purchasing program, volunteer time off, and 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 background and be passionate about supporting and advising our customers on Illumina products and applications.
Responsibilities:
Answer, evaluate, and prioritize incoming phone, email, and in person requests for assistance from both internal and external customers.
Troubleshoot basic inquiries utilizing foundational knowledge of technical issues to answer routine problems and questions.
Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
Independently handle both inquiry and complaint cases, and seeks assistance when needed
Research and provide resolution on routine issues. Triages issues on more complex issues
Triage and dispatch issues requiring field support to Illumina Engineers and Applications Scientists
Maintain excellent records via SFDC of all customer interactions
Develops and maintains networks with internal Technical Application Scientist team
Sets goals with some guidance.
Complies with all health and safety directions plus all relevant written instructions and work instructions.
Preferred background, skills and experience:
MSc in Molecular Biology, Genetics, or other relevant field
Some practical Sequencing or BeadArray experience.
Some prior lab based experience
Some experience within a customer-facing role would be beneficial
Fluent in both English and French or Dutch
Willing to travel up to 20% to Europe Head Office (UK).
Excellent communication skills
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. 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.
#INDEUR
#LI-EMEA
#LI-REMOTE
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.