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:

As an in-house Sr Technical Applications Scientist of Illumina products and applications, you will provide expert technical advice and troubleshooting assistance for NGS and MicroArray customers with all facets of their workflows. As a key member of the AMEA Service and Support Team you will also assist in the development and improvement of key commercial processes to ensure that Illumina provides its customers with world class technical support.

Responsibilities:

• Supports the team as needed with incoming phone and email support to customers
• Able to troubleshoot independently on complex technical inquiries driving case and question closure.
• Able to consult on technical issues in specific area(s) to help team answer complex problems and questions
• Regularly demonstrates clear and concise communications and can interact with a diverse population of internal and external contacts.
• Mentors new team members as needed
• Develop and maintain positive working relationships with internal teams (Product Support, Customer Solutions, local field teams) and Channel partner\xe2\x80\x99s technical teams
• Develop, write, and edit technical documentation and training materials for internal and external customers. E.g. Webinars, Bulletins, KnowledgeBase Articles and submits for review
• Provide guidance to team on support for key accounts
• Represent Technical Support and customer\xe2\x80\x99s needs in core product sustaining and development teams.
• Seeks, initiates, and implements process improvements to help staff and to meet department goals
• Responsible for team achieving KPIs
• Mentors junior staff and partners on best practices, and assist reaching goals, actions and timeline
• Actively shares acquired technical knowledge to drive improvements across Technical Support
• Owns and drives projects to improve internal or external processes, or internal or external tools and resources
• Provide clarification on policies or procedures routinely to junior staff when appropriate or necessary.
• 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.

Preferred Requirements:

• Molecular biology experience desirable.
• Experience in call center/technical support position required
• Experience in Project management or cross functional team work
• Practical Sequencing or Bead Arrays experience/knowledge of illumina platforms and tools required
• Familiarity with SalesForce, or other CRM, familiar with live logging, tasking, and escalation procedures.
• Capable of working independently as well as collaboratively in a team required.
• Outstanding written and verbal communication and training skills.
• Willing to travel
• Arabic language is desirable.

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:

• BSC with extensive relevant experience in molecular biology, genetics. Bioinformatics or related or equivalent experience.
• Ph.D., M.S with relevant in house or field-based applications experience in molecular biology, genetics, bioinformatics or related field; or equivalent

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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.

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