The Field Applications Scientist position is expected to help support customers and contribute to customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Applications Scientist partners with customers to provide technical training, troubleshooting, and complaint resolution.
This role requires demonstrated skill at troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across territory Service and Support teams, Sales, Customer Service organizations.
Coordinate new installations, including facility inspections and instrument validation.
With assistance, conduct on-site customer trainings on cornerstone Illumina microarray, Next-Generation Sequencing, library preparation, bioinformatics, consumables, or related products.
With direction, troubleshoot customer complaints related to biochemistry, assay or experimental design, software, instruments, or user's technical skill. Escalate to appropriate internal resources as necessary to maximize customer uptime and minimize customer effort.
Help communicate essential technical product updates to external customers and Sales counterparts to drive customer success.
Contribute to customer relationship management, understanding customer goals, and setting appropriate product and performance expectations.
Basic awareness of competitor activities and innovations within the marketplace.
Communicate strategic and competitive customer feedback to Sales, Marketing, and product development teams.
With guidance, prioritize tasks and responsibilities to achieve departmental key performance metrics.
Represent the company professionally, ethically, and morally at all times.
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.
2+ years biotech experience preferred.
Knowledge of genomics, sequencing applications, and methods that apply to Illumina technology preferred.
Prior experience supporting customers in a technical field helpful.
Demonstrated understanding of commonly-used Genotyping data analysis software applications and Bioinformatics tools and programs helpful.
Experience with general lab best practices and common Molecular Biology techniques.
Demonstrated problem solving and interpersonal skills.
Strong written and verbal communication.
Ability to operate as an independent contributor and as a cooperative member of a team.
Commitment to providing outstanding customer service.
Ability to successfully operate in a fast paced, rapidly changing environment.
Capacity to maintain composure in stressful situations.
Must be willing to travel up to 50%.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities
Typically requires a Bachelor’s degree in Biochemistry, Molecular Biology, Genetics, or related field and 1-3 years of experience; or a Master’s degree in Biochemistry, Molecular Biology, Genetics, or related field; or equivalent work experience.
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. If you have a disability or special need that requires accommodation, please contact us at email@example.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf