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 - Berlin, Germany (Hybrid / 12 months)
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 Germany, you will work in collaboration and in scientific discussion which will enable our clinical customer success across the country.
Experience and/or passion for NIPT, clinical work, or bioinformatics would be highly beneficial for this role.
External Closing Date: 18th October 2024
Please note that this role is to be based in Berlin, Germany. The successful candidate will have the flexibility to travel internally up to 20% to our Europe head office in Cambridge, UK.
Fluent language skills in English and German are essential for this position.
Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, lifestyle allowance, employee stock purchasing program, volunteer time off, and much more!
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 or bioinformatics background and be passionate about supporting and advising our customers on Illumina products and applications. To be successful in this role you will have language skills in English and German.
Key role as in-house Support Scientist 2 (Technical Applications Scientist) of Illumina products and applications. The role is to provide support to internal and external customers on all relevant Illumina products. A specialism based on a workflow will be a key part of the role while often developing a second. Able to work independently with a high level of technical knowledge coupled with good team working. Complying with local and global work instructions maintaining ISO accreditation through good working practices is essential.
Responsibilities:
- Provides phone and email support to customers, both for incoming questions and outbound communication.
- Research, and provide resolution on routine and complex issues within specialist workflow and provide support to second workflow with assistance as needed.
- Demonstrates clear and concise communications and can interact with a diverse population of internal and external contacts.
- Normally receives little instruction on day-to-day work and routine assignments such as responding to inquiries by phone and email, documenting customer interactions in SFDC.
- Understanding of technical issues in specific area(s) to answer complex problems and questions
- Ability to develop and maintain networks with key internal teams (Field teams, Product Support, Customer Service) when necessary for resolution of escalated customer complaints
- Take ownership of key accounts in the region as TAS representative if necessary
- Develop, write, and edit technical documentation and training materials for internal and external customers. E.g. Webinars, Bulletins, KnowledgeBase
Articles and submits for review
- Consistently achieves department metrics and can clearly teach process to others when appropriate
- Contributes to technical growth of colleagues in specialty
- Participate in core product sustaining and development teams.
- Is self-motivated and proactive, with strong analytical and problem-solving skills.
- Participates in ongoing training (include occasional bench training) to maintain proficiency with Illumina’s products.
- Complies with all health and safety directions plus all relevant written instructions and work instructions.
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.
Requirements:
- Molecular biology experience desirable.
- NIPT, Clinical, and/or bioinformatics experience (desirable)
- Some experience in call center/technical support position required
- Practical Sequencing or BeadArray experience/knowledge of Illumina NGS platforms and tools required.
- Familiarity with SalesForce, or other CRM, familiar with live logging, tasking, and escalation procedures.
- Outstanding written and verbal communication and training skills a MUST
- Working in an ISO accredited institution desired.
- Willing to travel.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Experience/Education:
- Typically requires Ph.D., M.S with some relevant in house or field-based applications experience in molecular biology, genetics, bioinformatics or
related field. B.S. with considerable in-house or field-based applications
support experience; or equivalent experience
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.
