Sr Regional Product Support Scientist

Job content

Why Us

Illumina are growing at pace, and we are looking for a Senior Regional Product Support Scientist to join our mission, to improve human health by unlocking the power of the genome. By joining Illumina as our Regional Product Support Oncology Scientist, you will support the front-line field and technical support teams across the EMEA Region on Elevated cases. You will have a strong background in the clinical Oncology field and/or experience working in a second level support team.

Working out of a team based in Cambridge UK, the successful candidate will be expected to share their time between the office, home working and where needed supporting the local team onsite at a customer locations across the EMEA region. Moderate travel may be required: at least 10%

Why You

To be successful in this role you will have previous commercial biotech or biomedical experience as well as experience in an in-house or field support role. You experience will also include training in laboratory environment, with hands-on experience with microarray and sequencing technologies. You background can be Clinical or regulatory, in reproductive and genetic health or NIPT.

You will be highly motivated with superior problem-solving ability, and have excellent verbal and written communications skills. You will have the ability to work cross-functionally within a global organization and matrix reporting structure, with a clear vision of and commitment to providing outstanding customer service.

I f you want to push boundaries and join a culture fueled by innovation, collaboration and openness, this role could be for you. If you want a brilliant, fast-paced, mission-driven environment, then Illumina is the place for you.

The Role

The primary role is remotely supporting colleagues in the field on complex cases. They will be expected to use their knowledge, experience, and internal networking skills to deliver a plan to the field to resolve the case. This role suits someone who is comfortable networking across teams both locally and globally. The person will also be involved in supporting commercial roll out of new product lines working closely with development teams.

Sharing knowledge is an important part of the role, and the successful candidate will be comfortable delivering concise product updates to large audiences over remote calls.

Responsibilities

• Driving the remote resolution of complex cases to support technical support and field service/support staff, providing a clear and precise technical plan of action to facilitate resolution
• Be the subject matter expert for several instrument/applications and have a general understanding of all the applications/instruments with emphasis on any which are used in a clinical or RUO setting
• Develop hands-on expertise with Illumina’s clinical and RUO assays systems or integrated technologies
• Lead interface between the field organization and internal support structure by providing timely onsite technical assistance to customers, Field Applications Scientist/Specialists, and Territory Account Managers
• Ensure effective problem resolution assistance to subsidiary or distributor support
• Maintain excellent records such as required by ISO accreditation. Act as a benchmark on the quality of the records kept and the timely updates of said records
• Prepare reports and propose conclusions based on data as collected to senior management as needed
• Monitor and contribute to KPI targets as set by senior management. Highlight and propose positive action to ensure where possible they are met or exceeded
• Alert senior staff when assessing the impact of product quality issues which will have a negative feedback on supporting our customers
• Report on product robustness and performance issues through the lifecycle management organisation with assistance support and oversee sustaining product releases (hardware/software upgrades, etc.)
• Assist with editing and authoring technical documentation in conjunction with members of the support, customer solutions development, and technical publications teams
• Assist in coordinating the smooth roll-out of new products in EMEA by matrix-managing regional core-teams to develop a comprehensive support model ahead of release
• Responsible for new products transfer into field and assist with the training of technical personnel on new products prior to launch
• Provide certified product training as required to designated candidates as defined by illumina. This includes responsibility for managing the course including completing sign off in LMS training software
• Where requested produce/edit and present new revisions of training material to support product line changes and new products
• Travel to customer sites to assist with resolution of complex issues as needed
  

Preferred Experience/Education

• Typically requires considerable related experience with a bachelor’s degree; or considerable experience with a Master’s degree; or a PhD with some experience; or equivalent experience.
  

What Can You  Expect

With Illumina you can expect a highly competitive salary accompanied by a market leading benefits package. You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina. 

Our 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.

INDHP

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.