Technical Applications Scientist - German Speaking

North East England
11 Jun 2019
25 Jun 2019
Multi lingual
Contract Type
Full Time
As a product expert, you will be fully trained to provide support to customers and colleagues on Illumina's products; bead array and Next Generation Sequencing. Daily you'll need to be able to triage, troubleshoot and resolve customer's technical questions, whilst ensuring excellent customer engagement and satisfaction.

Like you, we know the importance of your role and offer you a collaborative and supportive environment in which you are encouraged to continually develop your skills and knowledge.

You'll join a culture fuelled by innovation, collaboration and openness, helping change lives by driving advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets.

Responsibilities will include:

  • Professionally, efficiently and conclusively triage, troubleshoot and resolve customer's technical questions
  • Log and manage customer issues using Illumina's issue-tracking database
  • Troubleshoot a variety of issues related to Illumina products
  • Collaborate with colleagues to ensure efficient and timely support for our customers
  • Assist customers with and provide analysis of customer data
  • Develop and maintain positive relationships with customers
  • Triage and dispatch issues requiring field support to Field Service Engineers and Field Applications Scientists/Specialists
  • Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers
  • Working closely with sales and marketing, QA/QC, research and development to address customer concerns, determine corrective action and customer follow-up
  • Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency, are met or exceeded
  • Provide customer feedback to marketing and product development teams
  • Sitting in the technical support department of the Illumina headquarters office in Europe, you will collaborate with colleagues and other teams to offer the level and quality of support our customers expect

Preferred Educational and Experience Background:

  • Fluent English and German language skills
  • PhD./ M.S or B.S. plus previous relevant lab experience in molecular biology, genetics, software & bioinformatics or related field
  • Hands-on laboratory experience using, developing or troubleshooting a wide range of molecular biology protocols such as PCR, sequencing, gene expression analysis, genotyping, and related procedures with a strong flavour of Software & Bioinformatics usage
  • Excellent analytical, problem-solving and interpersonal skills required
  • Outstanding written and verbal communication and training skills
  • Good working knowledge of Microsoft Excel and Outlook required
  • Must be very detail oriented

It would be brilliant (but not necessary) if you also have:

  • Biotech experience preferred with previous experience in a direct external customer support role
  • Experience with Next Generation Sequencing technology
  • Excellent understanding of software & bioinformatics/genetics, sequence alignment algorithms or related disciplines
  • Experience within a customer facing role in sales or support

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.