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.
Position Summary:
We are seeking a highly motivated and results-oriented Field Application Specialist to join our growing African service and support team. This remote position will be based in Morocco and will provide service and support to our channel partners throughout Africa. As a key member of our team, you will be responsible for:
Tasks and Responsibilities:
- Providing highly visible channel partner support, facilitates customer training, and offers data analysis, logistical, and troubleshooting support within the channel partners territories.
- Supporting the entire Illumina product range with the primary goal to ensure maximum utilization of Illumina systems and works side by side with our channel partner to increase system pull through while sustain customer retention.
- Support channel partner coordinating new customer sites including facility inspections, instrument validation.
- Arranging customer pilot training on behalf of the channel partner, who has not yet received official certification or requires shadowing.
- Reviews and approves operational quality of equipment and instructs the channel partner FAS team about correct usage and maintenance of systems.
- Discusses troubleshooting issues with the channel partner FAS team whenever extra support is required with regards to the end user's technical skills and provides guidance for the design of biochemistry/assays, setup of experiments, usage of software and handling of instruments.
- Establishes a close connection with the channel partners FAS team and determines and discusses any lack of competency with the Channel Partner management.
- Helping to support key accounts and strategic channel partner sales efforts through technical presentations and demonstrations.
- Developing and improving key company processes, such as case logging, documentation, and reporting, that support our mission of building a world-class customer support organization.
- Must be willing to travel up to 60%
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Education:
- Possess a PhD in Chemistry, Biochemistry, Molecular Biology or Genetics, OR M.S. and 3 years relevant experience.
Preferred Experience:
- Are fluent in both French and Arabic, with strong written and verbal communication skills.
- Good understanding of English both written and verbal.
- Considerable biotech experience preferred.
- Strong understanding of genomics, sequencing applications, and methods that apply to Illumina technology.
- Prior field experience supporting customers in a highly technical field required.
- Experience using Genotyping and Sequencing technologies preferred.
- Proficient with general lab best practices and common Molecular Biology techniques.
- Demonstrated experience with instrumentation such as liquid handling robotics and optical scanners a plus.
- Demonstrated understanding of commonly used Genotyping data analysis software applications and/or Bioinformatics tools and programs a plus.
- Demonstrated superior problem solving and interpersonal and account management skills in a commercial environment.
- Demonstrated written and verbal communication and training skills.
- Ability to operate as an independent contributor and as a cooperative member of a team.
- Thrive in a remote work environment and are highly self-motivated with a strong work ethic.
- Can effectively manage your time and prioritize tasks to meet deadlines.
- Clear vision of and commitment to providing outstanding customer service.
- Ability to successfully operate in a fast-paced, rapidly changing environment.
Illumina believes that everyone has the ability to make an impact, and 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.
