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.

• Provides phone and email support to customers, both for incoming questions and outbound communication.
• Research, and provide resolution on routine and complex issues within specialist workflow and provide support to second workflow with assistance as needed.
• Demonstrates clear and concise communications and can interact with a diverse population of internal and external contacts.
• Normally receives little instruction on day-to-day work and routine assignments such as responding to inquiries by phone and email, documenting customer interactions in SFDC.
• Understanding of technical issues in specific area(s) to answer complex problems and questions
• Ability to develop and maintain networks with key internal teams (Field teams, Product Support, Customer Service) when necessary for resolution of escalated customer complaints
• Take ownership of key accounts in the region as TAS representative if necessary
• Develop, write, and edit technical documentation and training materials for internal and external customers. E.g. Webinars, Bulletins, Knowledge Base and artikels.

• Consistently achieves department metrics and can clearly teach process to others when appropriate
• Contributes to technical growth of colleagues in specialty
• Participate in core product sustaining and development teams.
• Is self-motivated and proactive, with strong analytical and problem-solving skills.
• Participates in ongoing training (include occasional bench training) to maintain proficiency with Illumina’s products.
• Complies with all health and safety directions plus all relevant written instructions and work instructions.

• Molecular biology experience desirable.
• library preparation, or NGS experience (desirable)
• Some experience in call center/technical support position required
• Practical Sequencing or Bead Array experience/knowledge of Illumina NGS platforms and tools required.
• Familiarity with Sales Force, or other CRM, familiar with live logging, tasking, and escalation procedures.
• Outstanding written and verbal communication and training skills a MUST
• Working in an ISO accredited institution desired.
• Willing to travel.

• Typically requires Ph.D., M.S with some relevant in house or field-based applications experience in molecular biology, genetics, ,library preparation, NGS") or related field. B.S. with considerable in-house or field-based application support experience; or equivalent 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.