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.Job DescriptionTechnical Applications Scientist - Evry, FranceAs a Technical Applications Scientist here at Illumina, you will provide support to customers and colleagues on Illumina's products; bead array and Next Generation Sequencing. By joining Illumina as a Technical Support Scientist in Evry you will work in collaboration and in scientific discussion which will enable our clinical customer success across the France .Please note that this is a hybrid role to be based partly on-site in Evry. The successful candidate will need to have fluent/native French and English language skills - this being essential. 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 youYou 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 Answer, evaluate, and prioritize incoming phone, email, and in person requests for assistance from both internal and external customers.Troubleshoot basic inquiries utilizing foundational knowledge of technical issues to answer routine problems and questions.Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.Independently handle both inquiry and complaint cases, and seeks assistance when needed Research and provide resolution on routine issues. Triages issues on more complex issues Triage and dispatch issues requiring field support to Illumina Engineers and Applications Scientists Maintain excellent records via SFDC of all customer interactions Develops and maintains networks with internal Technical Application Scientist team Sets goals with some guidance. Complies with all health and safety directions plus all relevant written instructions and work instructions. Preferred background, skills and experience: MSc. or BSc in Molecular Biology, Genetics, Bioinformatics, or other relevant field Some practical lab experience, ideally within Sequencing or BeadArray Some technical support experience; or equivalent work experience gained within a relevant scientific settingFluent in English and French languages is essential Excellent communication skills What Can You ExpectOur 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#LI-HYBRIDCore Job SummaryPosition Summary: Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Employees who address highly complex technical issues that need to be escalated would be reported to Technical Support Engineer.Changes to individual responsibilities may occur due to business needs and other related duties may be assigned.Scope of Responsibilities:Applies company policies and procedures to resolve a variety of issues.Determines a course of action based on guidelines. Modifies processes and methods as required. Works on assignments of moderate scope where problem solving requires application of learned techniques.Builds productive working relationships internally and externally.Provides standard professional guidance and collaborates to resolve mutual problems.Works autonomously and receives little instruction on day-to-day work/new assignments. Exercises judgment within defined procedures and practices to determine appropriate action.Experience/Education:Typically requires a Bachelor’s degree and some related experience; or an advanced degree without experience; or equivalent work experience. 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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