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.

Technical Applications Scientist 2 - US1

TAS2

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

• Demonstrates contact center best practices, team focus, and time management skills
• Attains sufficient technical and customer handling mastery to independently troubleshoot routine to moderately complex technical and account issues in a timely manner
• Coaching and supporting junior staff on best practices, processes, and assisting with resolution of moderate to complex issues when requested
• Assist team in the identification of sales opportunities and communication to the commercial team

• Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
• Continuously grow technical competence through trainings, self-directed learning, and experience
• Understand department goals and consistently delivers on team metrics
• Create and present technical content for internal and external audience (Knowledge Base, webinars, short videos, team trainings)
• May participate in extended core product sustaining and development teams.
• Develops and maintain networks with key internal teams (Research and Development, Product Support, Software Development, Operations) when necessary
• Evaluates technical and interpersonal elements of a situation, their potential impact and communicate risks to stakeholders

Education:

• Ph.D. in molecular biology, genetics, bioinformatics or related field.
• M.S with minimum 2 years relevant customer support experience in molecular biology, genetics, bioinformatics or related field.
• B.S. with minimum 5 years in-house or field-based applications support experience.

Requirements

• 1-2 years experience in call center/technical support position desirable
• Practical 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
• Self-motivated and consistently presenting a positive attitude and productive spirit during normal and challenging time
• Able to work in a fast-paced 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
• Additional French, Spanish, and Portuguese language skills desirable
• Outstanding written and verbal communication and training skills a MUST
• Willing and able to work on weekends, holiday, and flexible hours
• Willing to travel up to 10%

The estimated base salary range for the Technical Application Scientist 2 role based in the United States of America is: $73,400 - $110,200. 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. If you require accommodation to complete the application or interview process, please contact [email protected]. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. This role is not eligible for visa sponsorship.