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:
This role provides high-tier technical support primarily to field application scientists and technical support staff. The role requires resolving escalated complaint cases on a variety of applications on Illumina systems; diagnosing and troubleshooting complex end-to-end solutions from library prep to data analysis; working closely with internal teams and stakeholders to manage non-standard support issues in region; the triggering of Quality investigations; acting as a technical resource center for front-line support; and assisting with the rolling-out of new products.
Position Responsibilities:
- Develops deep product expertise in key specialization areas and strong connectedness with technical leaders globally.
- Responds to situations where first or second-line field application support and/or technical support requires assistance to resolve an issue with an Illumina product.
- Manages escalated complaints, orchestrating the best approach and utilizing key global technical experts where appropriate, to resolve an elevation.
- Reports and trends issues, such as reagent and product quality issues, to internal stakeholders.
- Highlights the commercial impact of developing and ongoing issues (in terms of revenue or market-access risks for example) to leadership and product management.
- Communicates and updates key technical information and procedures to the front-line support teams, tailoring content to the region as required.
- Develops and improves company processes that support our mission of building a world-class customer support organization.
- Instigates projects, develops tools, and provides access to resources to empower the support organization.
- Plays a central role in orchestrating the Service and Support Teams’ readiness for new product launches.
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Position Requirements:
- At least 3 years’ experience in commercial biotech/biomedical experience.
- Prior experience in internal, field support, or customer-facing roles is beneficial.
- Prior experience with microarray and/or sequencing technologies.
- Experience in library preparation and optimization or troubleshooting.
- Outstanding interpersonal skills.
- Highly motivated with good problem-solving ability.
- Strong organization skills, including ability to rapidly balance priorities in a fast-pace environment.
- Ability to work collaboratively and communicate effectively in a highly matrixed organization.
- Must be willing to travel up to 30%.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Experience/Education/Skills:
- Ph.D, or M.S in Molecular Biology, Genetics, Biochemistry or Chemistry, or related degree.
- Prior experience with clinical genomic testing; or experience in IVF, PGS or PGD applications is a plus
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.
