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 Title: Senior/Staff Field Applications Scientist, AMR Clinical Support Group (ACSG)Position Summary:The Senior/Staff ACSG Field Applications Scientist position is a national level role and remote based position. The employee can be based in any AMR region and will be reporting to the Clinical Oncology Manager within the AMR Clinical Support Group.The Senior/Staff Field Applications Scientist will be responsible for providing subject matter technical expertise and support for Illumina clinical oncology product launches and customer implementations, clinical customer success, and will be expected to provide second-level support to front-line colleagues in the entire AMR region. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Senior/Staff ACSG Field Applications Scientist partners with internal and external customers to provide training, troubleshooting, and complaint resolution. This position serves as a scientific consultant during pre- and post-sales activities and will collaborate with broader commercial team to develop tools and resources that maximize sales growth and customer satisfaction.This role requires subject matter level troubleshooting, capability to function independently as an overlay, communication, time management, situational awareness, project management, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Commercial Leadership, S&S Managers, Regional Product Support, Marketing, Sales, Customer Service, Customer Solution, Product Development (Assay, Systems, and Software), Clinical Affairs, Business Development, Alliances, Planning, Manufacturing, Regulatory Affairs, and Quality Assurance organizations.Responsibilities:Conduct and/or manage on-site operator trainings in support of Illumina Clinical Trials, including library preparation, sequencing, bioinformatics, and troubleshooting, as well as collaborating with internal teams for successful Clinical Trial execution.Manage, coordinate and/or support complex, large-scale clinical customer implementations, including pre-sales and planning, customer onboarding, product training and support. May also include consulting on broad knowledge of current regulatory guidelines and compliance requirements for RUO, LDT and IVD products.Conduct and/or manage on-site customer trainings across Illumina’s Clinical/Dx/IVD portfolio of products including library preparation, sequencing, and bioinformatics, as well as specialty applications. Serve as a mentor for less experienced colleagues.Manage high-priority projects and responsibilities to drive overall departmental goals.Act as a second-level subject matter expert to resolve customer complaints related to assay or experimental design, software, instruments, or user's technical skill. Help manage customer elevations, demonstrations on special projects/early access opportunities, and consult with appropriate internal resources as necessary to maximize customer uptime and minimize customer effort.Consult on clinical product launches, product updates, and clinical trials as needed. Provide Service and Support recommendations and requirements for product launches.Evaluate risk of essential technical product updates and notifications and provide guidance to sub-regional field teams so that they may appropriately plan for and communicate changes to external customers and Sales counterparts to drive customer success.Lead departmental project teams, create/support AMR Clinical strategies and drive activities to address support needs. Ensure project goals are aligned with business/departmental objectives and work collaboratively to drive successful execution of project plans and track, manage, and communicate progress to team and stakeholders.Serve as a mentor to junior members of the team; help coach and onboard new employees.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.Requirements:7+ years biotech experience preferred.Experience working in a Medical Device organization and with regulated (FDA approved, as well as LDT) products—such as Oncology or RGH— as an FAS/Overlay function preferred.Strong knowledge of genomics, sequencing applications, and methods that apply to Illumina technology. Experience with precision medicine, clinical reporting, or companion diagnostics preferred.Prior field experience supporting customers in a highly technical field required. Proven ability to resolve complex customer issues while maintaining positive customer relations.Demonstrated understanding of commonly used Bioinformatics tools and programs preferred.Proficient with general lab best practices and common Molecular Biology techniques.Experience with lab or liquid handling automation preferred.Demonstrated ability to work directly with clinicians or physicians as well as laboratory personnel in a support, consulting, or related role is required.Experienced/qualified in supporting clinical customers as an FAS, demonstrated understanding of regulatory environments such as CAP, CLIA, FDA, ICH, HIPAA, Safe-Harbor, ACGS, or other ISO regulation and guidelines is preferred.Project management experience is a must—prepare/set metrics, manage timelines/milestone deliverables, and proactively identify/manage potential risks and issues by recommending solutions to management/key stakeholders.Clear vision of and 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 responsibilitiesEducation:Typically requires a Master’s degree in Biochemistry, Molecular Biology, Genetics, or related field and 7+ years of experience; or a PhD and 5+ years of experience; or equivalent work experienceThe estimated base salary range for the Senior/Staff Field Applications Scientist, AMR Clinical Support Group role based in the United States of America is: $94,600 - $141,800. Should the level or location of the role change during the hiring process, the applicable salary range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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 require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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