Technical Application Scientist 2

3 settimane fa

Milan, Italia Illumina A tempo pieno

Technical Application Scientist 2 - Milan

Apply locations Italy - Milan time type Full time posted on Posted 2 Days Ago time left to apply End Date: January 3, 2025 (11 days left to apply) job requisition id 38899-JOB

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.

Role Overview:

As an in-house Support Scientist (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 Mediterranean Service and Solutions 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.

For this role it is essential that you are fluent in English language as well as Italian.

Applications Closing Date: 3rd January 2025

Candidates will receive extensive product training, competitive salaries and equity. Illumina is growing rapidly and offers excellent opportunities for career development.

Illumina's employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more

Responsibilities:

  • Provides phone and email support to customers, both for incoming questions and outbound communication.
  • Works on complex problems where analysis of situations requires review of a variety of factors or involvement of field staff.
  • Research, and provide resolution on routine and complex issues.
  • Identifies topics or needs for customers and peers. Creates or presents materials (e.g., webinars).
  • Demonstrates clear and concise communications and interacts with a diverse population of internal and external contacts.
  • Able to troubleshoot complex technical inquiries and document complaints and inquiries in a compliant manner with minimal assistance.
  • Independently manages general work instructions and seeks guidance on new assignments.
  • Understands technical issues in specific area(s) to answer complex problems and questions.
  • Develops and maintains networks with key internal teams (Research and Development, Product Support, Software Development, Operations) when necessary.
  • Partners with cross-functional teams for resolution of escalated customer complaints.
  • Takes ownership of key accounts in the region as TAS representative.
  • Participates in core product sustaining and development teams.
  • Consistently achieves department metrics and can clearly teach process to others when appropriate.
  • Determines methods and procedures on new assignments and may coordinate activities of other personnel.
  • Contributes to technical growth of colleagues in specialty.
  • Independently converts organizational goals to specific individual goals.
  • Is self-motivated and proactive, with strong analytical and problem-solving skills.
  • Participates in ongoing training (including occasional bench training) to maintain proficiency with Illumina’s products.
  • Listed responsibilities are essential, but not exhaustive; changes to individual responsibilities may occur due to business needs.

Requirements:

  • Some experience in call center/technical support position required.
  • Practical Sequencing experience/knowledge of Illumina NGS platforms and tools required.
  • A background within Bioinformatics would be highly advantageous.
  • Familiarity with SalesForce or other CRM, live logging, tasking, and escalation procedures.
  • Outstanding written and verbal communication and training skills are a MUST.
  • Willing to travel up to 10%.
  • Language: Italian and English are a must (Spanish considered a plus).
  • All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Experience/Education:

Typically requires Ph.D., M.S. with some relevant in-house or field-based applications experience in molecular biology, genetics, bioinformatics or related field. B.S. with considerable in-house or field-based applications support experience; or equivalent experience.

INDEUR

#LI-EMEA

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.

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