Technical Application Scientist 1

3 giorni fa

Milano, Italia Istituto Marangoni A tempo pieno

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. Technical Application Scientist 1 - Milan
As an in-house, Milano based 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 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. Candidates will receive extensive product training, competitive salaries and equity. Illumina offers excellent opportunities for career development.
Closing Date: 7th July 2024 - 5pm CET
Please note that this role will be based on-site in our Milan office. The successful candidate will need to have fluent/native Italian and English language skills - this being essential. Additionally, Spanish language skills would be a benefit.
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
Why you
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 other relevant scientific background and be passionate about supporting and advising our customers on Illumina products and applications. Experience of Next Generation Sequencing (NGS) would also be beneficial.
Responsibilities will include
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
• Can identify topics or needs for customers and peers. Can create or present materials E.g. webinars, etc.
• Demonstrates clear and concise communications and can interact 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.
• Normally receives little instruction on day-to-day work and routine assignments such as responding to inquiries by phone and email, documenting customer interactions in CRM. Independently manage general work instructions and seeks guidance on new assignments
• Understanding of technical issues in specific area(s) to answer complex problems and questions
• Ability to develop and maintain networks with key internal teams (Research and Development, Product Support, Software Development, Operations) when necessary
• Partner with cross functional teams for resolution of escalated customer complaints
• Take ownership of key accounts in the region as TAS representative
• Participate 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
Preferred background, skills and experience:
• Language: Italia and English (Spanish is a plus)
• Some experience in call center/technical support position/customer service position
• Practical Sequencing experience/knowledge of Illumina NGS platforms and tools required.
• Familiarity with SalesForce, or other CRM, familiar with live logging, tasking, and escalation procedures.
• Outstanding written and verbal communication and training skills a MUST
• Willing to travel up to 10%
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. 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.
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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