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 position is responsible for providing customer support regarding Illumina's equipment and tools and grow the business. He/she is required to deal with customers directly and through channel partners for problem-solving, pre-sales activities, and customer training. He/she is responsible for supporting channel partners in using Illumina's sequencing and microarray systems. This candidate is based in Kenya and will support the African continent. Candidate must have possessed prior commercial experience and demonstrated considerable abilities to excel in the below:

Tasks and Responsibilities:

• Coordinate new installations either directly or through channel partners, including facility inspections, assay validation and customer training
• Provide comprehensive technical training and support to customers or channel partners
• Provide ongoing support and troubleshooting for customers and partners issues related to user’s technical skills, biochemistry/assay design, experimental design, software and instruments.
• Strong technically and able to perform independent troubleshooting
• Manage and collaborate with partners and carry out projects that include demonstrations, feasibilities studies, and new product evaluation
• Help to maintain and increase product usage, by giving technical presentations and demonstrations
• Develop and maintain positive relationships with customers and channel partners
• Create and maintain support information in the company enterprise database
• Acting as a key contributor of customer feedback to marketing and product development teams.
• Build effective relationships with new and existing clients for field application purpose, monitor the customers feedback on product usage and maintenance
• Develop and improve key company processes that support our mission of building a world-class customer support organization.
• Present in both pre and post-sales technical and scientific presentations to help drive revenue through promotion of products and services
• Act as the subject matter expert in our market segments (Oncology, Genetic Testing, Reproductive Genetic Health, Applied or Molecular Cell Biology) in order to help drive revenue through pre sales and post sales activities.

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:

• PhD in Science, Genetics, Molecular Biology or Bioinformatics required, or M.S. plus minimum 5 years of relevant experience

Preferred Experience:

• Demonstrated experience with next generation or high throughput sequencing sample prep technologies and protocols preferred
• Demonstrated understanding of commonly-used sequencing data analysis software applications preferred
• Demonstrated expertise and experience with handling and analyzing next-generation sequencing or array data is a huge plus
• Outstanding problem solving and interpersonal skills
• Demonstrated written and verbal communication and training skills
• Demonstrated ability to work within a matrixed team
• Strong people skills, cross-organizational teamwork
• Prior field experience supporting customers using sequencing or array technologies required
• Past experience in a clinical lab or diagnostic environment is a plus
• Past experiences working with channel partners is a plus
• Clear vision of and commitment to providing outstanding customer service and having prior experience in a customer support role.
• Excellent communication skills in English
• Based in Kenya and must be willing to travel more than 50% of the time

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.