Illumina are growing at pace, and we are looking for the best customer focused Technical Support Scientists to join our mission, to improve human health by unlocking the power of the genome.
By joining Illumina as a Technical Support Scientist in the EMEA Head Office based in Cambridge UK, you will work in collaboration and in scientific discussion which will enable our clinical customer success across the EMEA region.
Our Technical Support Scientists are a key deliverer of Illumina product and application support to our customers across the EMEA region.
By joining Illumina in a Technical Support role, you will be part of an award-winning customer support team that leads the industry in customer satisfaction.
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.
As our Technical Support Scientist, a large part of your role will be supporting and advising customers on Illumina products and you will naturally be confident to communicate on a professional basis to our customers.
The level of training offered by Illumina for this role is extensive and career progression within Illumina is very much possible from this role.
To be successful in this role you will have language skills that as well as English could include French, Italian, Spanish or German.
This is a Cambridge UK office based role.
If you want to push boundaries and join a culture fueled by innovation, collaboration and openness, this role could be for you.
If you want a brilliant, fast-paced, mission-driven environment, then Illumina is the place for you.
As Technical Support Scientist you will answer, evaluate, and prioritize incoming phone, email, and in person requests for assistance from both internal and external customers.
You will troubleshoot basic inquiries utilizing foundational knowledge of technical issues to answer routine problems and questions.
You will also provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
This is an exciting role in a fast-paced environment where no day is the same!
Responsibilities will include
Independently handle both inquiry and complaint cases, and seeks assistance when needed
Research and provide resolution on routine issues. Triages issues on more complex issues
Triage and dispatch issues requiring field support to Illumina Engineers and Applications Scientists
Maintain excellent records via SFDC of all customer interactions
Develops and maintains networks with internal Technical Application Scientist team
Sets goals with some guidance.
Complies with all health and safety directions plus all relevant written instructions and work instructions.
Preferred background, skills and experience :
M.S. orPh.Din molecular biology, genetics, bioinformatics, or arelevantfield
Some practical Sequencing orBeadArrayexperience.
Some technical field-based support experience; or equivalent work experience
What can you expect
With Illumina you can expect a highly competitive salary accompanied by a market leading benefits package. You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina.
Our team members are bright, energetic, and dedicated they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program.
We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day.
At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.
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.