Position Summary:
The Sr. Bioinformatics Support Scientist position is responsible for all aspects of customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Sr. Bioinformatics Support Scientist partners with customers, front line field personnel, and internal resources to provide pre-sales support, technical training, troubleshooting, and complaint resolution with respect to Illumina data and enterprise software solutions including LIMS and experimental and workflow design. This position serves as a scientific and technical expert consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth and customer satisfaction.
This role requires expert-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships with internal and external stakeholders across the region including Sales, Service and Support teams, and customers as well as Marketing and Product teams.
Responsibilities:
Consult on complex pre-sales engagements in partnership with Illumina sales personnel, including demos and customer training including BaseSpace Clarity LIMS, Illumina Connected Analytics and other Illumina software, discussions on bioinformatics and data analysis, and helping customers design analytic workflows.
Engage with customers in post-sales contexts to ensure successful training, adoption and implementation of LIMS and other Illumina bioinformatics and software products, platforms, and workflows
Partner with API consultants to help automate solutions for high-throughput customers and with IT consultants to address customer connectivity and configuration issues
Train and develop Americas support team skillsets in LIMS and other Illumina software products
Troubleshoot complex customer complaints related to Illumina's software portfolio and other analytical challenges involving genomics data.
Provide voice of customer (VOC) feedback to internal groups including marketing and development to improve current and upcoming products.
When needed, travel to customer sites to provide training, troubleshooting, or consultation support for sales or support teams.
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:
Typically 5+ years of experience supporting use of complex software in a highly technical field.
Prior field experience supporting customers in a highly technical field required; experience supporting genomics or biotech preferred.
Working knowledge of BaseSpace Clarity LIMS and overall LIMS industry landscape preferred
Strong understanding of genomics, sequencing applications, and methods that apply to Illumina technology preferred.
Experience with APIs and cloud environments preferred
Demonstrated expertise and experience with commonly-used data analysis software applications and bioinformatics tools and programs, including those used for Next Generation Sequencing, experience with Illumina's bioinformatics portfolio preferred.
Proficiency in at least one scripting/programming language and experience building SQL queries preferred.
Proven ability to resolve complex customer issues while maintaining positive customer relations and communication.
Exceptional written and verbal communication and excellent presentation and training skills.
Must be willing to travel up to 30%
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Experience/Education:
Typically requires a minimum of 5 years of experience and a Bachelor’s degree in Biology, Chemistry, Computer Sciences or related science; or a Master’s or PhD with a minimum of 3 years of experience, or equivalent work experience.
Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.Illumina
Seattle Washington
United States
Scientific Research
(No Timezone Provided)
Position Summary:
The Sr. Bioinformatics Support Scientist position is responsible for all aspects of customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Sr. Bioinformatics Support Scientist partners with customers, front line field personnel, and internal resources to provide pre-sales support, technical training, troubleshooting, and complaint resolution with respect to Illumina data and enterprise software solutions including LIMS and experimental and workflow design. This position serves as a scientific and technical expert consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth and customer satisfaction.
This role requires expert-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships with internal and external stakeholders across the region including Sales, Service and Support teams, and customers as well as Marketing and Product teams.
Responsibilities:
Consult on complex pre-sales engagements in partnership with Illumina sales personnel, including demos and customer training including BaseSpace Clarity LIMS, Illumina Connected Analytics and other Illumina software, discussions on bioinformatics and data analysis, and helping customers design analytic workflows.
Engage with customers in post-sales contexts to ensure successful training, adoption and implementation of LIMS and other Illumina bioinformatics and software products, platforms, and workflows
Partner with API consultants to help automate solutions for high-throughput customers and with IT consultants to address customer connectivity and configuration issues
Train and develop Americas support team skillsets in LIMS and other Illumina software products
Troubleshoot complex customer complaints related to Illumina's software portfolio and other analytical challenges involving genomics data.
Provide voice of customer (VOC) feedback to internal groups including marketing and development to improve current and upcoming products.
When needed, travel to customer sites to provide training, troubleshooting, or consultation support for sales or support teams.
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:
Typically 5+ years of experience supporting use of complex software in a highly technical field.
Prior field experience supporting customers in a highly technical field required; experience supporting genomics or biotech preferred.
Working knowledge of BaseSpace Clarity LIMS and overall LIMS industry landscape preferred
Strong understanding of genomics, sequencing applications, and methods that apply to Illumina technology preferred.
Experience with APIs and cloud environments preferred
Demonstrated expertise and experience with commonly-used data analysis software applications and bioinformatics tools and programs, including those used for Next Generation Sequencing, experience with Illumina's bioinformatics portfolio preferred.
Proficiency in at least one scripting/programming language and experience building SQL queries preferred.
Proven ability to resolve complex customer issues while maintaining positive customer relations and communication.
Exceptional written and verbal communication and excellent presentation and training skills.
Must be willing to travel up to 30%
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Experience/Education:
Typically requires a minimum of 5 years of experience and a Bachelor’s degree in Biology, Chemistry, Computer Sciences or related science; or a Master’s or PhD with a minimum of 3 years of experience, or equivalent work experience.
Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.