Technical Applications Scientist

Illumina; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Illumina seeks a Technical Applications Scientist to provide expert technical support for genomic products. This role involves troubleshooting customer issues, conducting training, and ensuring high-quality service. Ideal candidates will have a strong background in molecular biology and excellent communication skills, with the ability to travel up to 20%.

Qualifications

• 2+ years relevant lab experience in molecular biology or genetics.
• Hands-on experience with PCR, Next Generation Sequencing, and Microarray technologies.
• Prior commercial experience with channels and distributors is a plus.

Responsibilities

• Answer technical questions and resolve customer complaints.
• Assist customers with Microarray and Next-Generation sequencing experiments.
• Conduct web-based product training for Illumina customers.

Skills

Analytical skills

Problem-solving

Interpersonal skills

Communication skills

Education

Ph.D./M.S. or B.S. in molecular biology, genetics, or related fields

Job description

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 Illumina Technical Applications Scientist, you will provide expert technical advice and troubleshooting assistance to customers, channel partners, and internal teams across Illumina’s products, including Library Prep, Sequencing Instruments, Analysis Software, and MicroArray products. You will serve as a customer contact for technical and service-related problems.

As a member of the AMEA Service and Support Team, you will represent Illumina in after-sales support and are expected to maintain a high standard of professional customer service.

Tasks and Responsibilities:

• Quickly and accurately answer technical questions.
• Professionally, efficiently, and conclusively triage, troubleshoot, and resolve customer complaints.
• Assist customers with design and interpretation of Microarray and Next-Generation sequencing experiments.
• Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
• Triage and dispatch issues requiring field support to Illumina or official Channel Partner Engineers and Applications Scientists.
• Log and manage customer issues using Illumina’s issue-tracking database.
• Manage and drive cases to ensure appropriate and timely action and resolution.
• Conduct web-based product training and application seminars for Illumina customers.
• Provide oversight and feedback on channel service operations.
• Report problem trends, reagent, and product quality issues to Regional/Global Product Support.
• Perform additional duties as needed.

All listed tasks and responsibilities are deemed essential functions of this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Preferred Education:

• Ph.D./M.S. or B.S. plus 2+ years relevant lab experience in molecular biology, genetics, or related fields.

Preferred Experience:

• Hands-on laboratory experience using, developing, or troubleshooting a wide range of molecular biology protocols such as PCR, Next Generation Sequencing, and Microarray technologies.
• Experience in library preparation and optimization or troubleshooting.
• Prior commercial experience with channels and distributors is a plus.
• Excellent analytical, problem-solving, and interpersonal skills.
• Outstanding written and verbal communication and training skills are a must.
• Experience working in any service role is desired.
• Experience working with distributors in the Asia Pacific, Middle East, or Africa region is a plus.
• Must be willing to travel up to 20%.

Illumina is an equal opportunity employer committed to providing employment opportunities 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, or genetic information.