Technical Applications Scientist - German Speaking

Technical Applications Scientist - Berlin Germany (Hybrid)

As aTechnical Applications Scientisthere atIlluminayou will provide support to customers and colleagues on Illuminas products; bead array and Next Generation Sequencing. By joining Illumina as a Technical Support Scientist in Germany you will work in collaboration and in scientific discussion which will enable our clinical customer success across the country.

A background and experience and passion forbioinformatics would be highly beneficial for this role.

Please note that this role is to be based in Berlin Germany. The successful candidate will have the flexibility to travel internally up to 20% to our Europe head office in Cambridge UK.

Fluent language skills in English and German are essential for this position.

Illuminas 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 you

You 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 abioinformaticsand NGS backgroundand be passionate about supporting and advising our customers on Illumina products and be successful in this role you will have language skills in English and German.

This is a key role as in-house Support Scientist 2 (Technical Applications Scientist) of Illumina products and applications. The role is to provide support to internal and external customers on all relevant Illumina products. A specialism based on a workflow will be a key part of the role while often developing a second. Able to work independently with a high level of technical knowledge coupled with good team working. Complying with local and global work instructions maintaining ISO accreditation through good working practices is essential.

Responsibilities:

• 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 KnowledgeBase 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 Illuminas products.
• Complies with all health and safety directions plus all relevant written instructions and work instructions.

Requirements:

• Molecular biology experience desirable.
• Library preparation or NGS experience (desirable)
• Some experience in call center/technical support position required
• Bioinformaticspractical Sequencing or BeadArray experience/knowledge of Illumina NGS platforms and tools required.
• Familiarity with SalesForce 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.