As a product expert, 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 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.
Please note that this role is to be office based in our EMEA Head Office in Cambridge, UK. The successful candidate will need to have fluent language skills in both German and English.
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 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 that as well as English includes German.
Responsibilities will include
Answer, evaluate, and prioritize incoming phone, email, and in person requests for assistance from both internal and external customers.
Troubleshoot basic inquiries utilizing foundational knowledge of technical issues to answer routine problems and questions.
Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
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. or Ph.D in molecular biology, genetics, bioinformatics, or a relevant field
Some practical Sequencing or BeadArray experience.
Some technical field-based support experience; or equivalent work experience
Fluent in both English and German
Excellent communication skills
What can you expect
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 including highly competitive salaries 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.
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.