Technical Application Scientist (12-month contract Maternity Cover)
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Technical Applications Scientist x2 (12-month Maternity Cover)
Onsite(with some flexibility) based in our MilanSolutions Centre Italy
We are hiring for two separate roles both based in our Milan office.
One role requires fluency in Italian to support the Italian market.
The other requires fluency in Spanish to support the Spanish market so Spanish language skills are of particular interest.
*Pleasesubmityour application in English.
The role
As a Technical Applications Scientisthere at Illumina inItalyyou will be part ofourinhouse Technical Support teamprovidingexpert guidance to both internal and external customers across Illuminas this role you will support our nextgeneration sequencing (NGS) and array technologiesspecialisingdeeply in one workflow while developingproficiencyin a second. You will work closely with Field teams Product Support Customer Service and other global partners to resolve complex customer issues contribute to technical documentation and champion the customer experience. This is a highly collaborative position within a fastpaced innovative environment where technicalexpertiseand curiosity thrive.
Illuminas employee benefits are industryleading and include flexible time off private medical insurancecompassionand care time off leisure travel insurance pension employee stock purchasing program volunteer time off and much more!
Whyyou
You are a scientifically curious customerfocused technical expert withstrong communicationskills and a passion for problem solving. You bringsignificant experiencein molecular biology NGS workflows or Illumina platforms and you areconfidentnavigating both routine and complex technical challenges. You thrive in a role that blends autonomy with collaborationable to independently handle daytoday support cases while also working closely with global colleagues on escalationstrainingand documentation.
You are fluent inItalian and/or Spanish and English(andSpanishhighly advantageous)andEnglish and your ability to engage clearly and professionally with a diverse customer base is one of your key strengths. Experience with CRM tools such as Salesforce ISOaccredited environments andpreviouscallcentreor technical support roles will set you up for success.
A Ph.D. or M.S. with relevant applications experience is preferred though a B.S. paired with strong handson NGS experience will also be considered.
Key Responsibilities Include:
Customer Support & Case Management
Provide highquality phone and email support for customers across Illumina products and applications
Manage both inbound and outbound communications ensuringtimelyand thorough followup
Document all customer interactions in Salesforce (SFDC) following live loggingtaskingand escalation procedures
Technical Expertise & Issue Resolution
Troubleshoot routine and complex issues within your specialist workflow
Support a second workflow with guidance as needed
Apply strong analytical and problemsolving skills to diagnose and resolve technical concerns
Maintain uptodate knowledge through ongoing training including occasional bench work
CrossFunctional Collaboration
Partner with Field teams Product Support and Customer Service to resolve escalated cases
Take ownership of key accounts across the region when
Participate in sustaining and product development teams toprovidefielddriven insights
Training Documentation & Knowledge Sharing
Developwriteand edit technical documentation such as webinarsbulletinsand Knowledge Base articles
Support the technical development of colleagues in your area of specialty
Clearly and proactively share process knowledge contributing to team growth and consistency
Quality Compliance & Safety
Adhere to global and local work instructions tomaintainISO accreditation
Comply withall health and safety guidelines and standard operating procedures
We are a company deeply rooted in belonging promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation Illumina has always prioritized openness collaboration and seeking alternative 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 offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
Required Experience:
IC
