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Technical Application Scientist

Position Summary:

As a member of the Asia-Pacific in-house Technical Support Team, you will serve as a key technical and operational lead in Illumina's Customer Solutions Team.

You will act as a primary contact for Illumina customers and provide technical guidance regarding Illumina's products and scientific support to assist in the interpretation and troubleshooting of experimental results for customers using Illumina's high throughput genetic analysis systems.

You will also coordinate field dispatches to field service and field applications specialists.

You will provide training to customers and to other commercial employees at Illumina on products, problem solving, and customer service skills.

You will be responsible for implementing cost-effective, high-value solutions for supporting Asia-Pacific customers which are integrated with the global support systems.

As a member of the Customer 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.

All About You


* Professionally and efficiently triage, troubleshoot, and resolve complex customer complaints using case management software.

* Troubleshoot issues related to system performance, user's technical skills, biochemistry/assay design, experimental design, software and instrumentation.

* Provide technical guidance regarding Illumina's products to existing and prospective customers.

* Assist customers with the design and selection of assays/probes for custom products by utilizing in-house resources, and public and private databases.

* Provide customer feedback to marketing and product development teams.

* Develop, write and publish technical documentation and training materials to educate external and internal customers.

* Provide training on Illumina's products and services to new employees and customers

* Assist in developing and improving key commercial processes building a world-class customer support organization.

* Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency, are met or exceeded

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

Preferred Educational Background:

* Ph.D.

(or M.S.

+ 3 years relevant experience) in Biochemistry, Molecular Biology, or Genetics.

* At least 3 years previous experience in a direct external customer support role, preferably in the life science industry

Preferred Experiential Background:

* Hands-on laboratory experience using, developing, or troubleshooting a wide range of molecular biology protocols such as PCR, sequencing, gene expression analysis, SNP genotyping and related protocols

* Experience analyzing microarray data for gene ...