Regional Senior Bioinformatics Support Scientist Position Summary The Regional Senior Bioinformatics Support Scientist position is responsible for enabling customer success in a specified geographic region. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Regional Senior Bioinformatics Support Scientist partners with customers, front line field personnel, and internal stakeholders to provide pre-sales support, customer success solutions, technical training, troubleshooting, and complaint resolution with respect to Illumina bioinformatic tools. The candidate will need to become exceptional in Illumina data analysis solutions and have a solid understanding of other common bioinformatic tools and approaches. This position serves as a scientific and technical consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth and customer satisfaction. In addition to deep technical skillset in bioinformatics, this role requires consulting, 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 customers, Regional Product Support, Sales, Service and Support. You will be expected to build and continue to maintain the customer relationship and be part of the commercial team (TAM, Seq Spec, Clinical Spec. FAS, FSE) that is responsible for specific accounts regionally. The Senior Regional Bioinformatics Support Scientist functions as a project and account manager to facilitate implementations for high value sales growth. Responsibilities • Train customers on the full range of Illumina's Bioinformatics portfolio • Provide pre-sales consultation to customers in collaboration with Regional Product Support, Sales and Sales Specialists • Provide primary escalation support to frontline commercial teams on complex bioinformatics-related issues related to the Illumina bioinformatics portfolio • Independently troubleshoot customer complaints related to Illumina's bioinformatics portfolio. • Train and develop AMR support team skillsets in bioinformatics, including development of content for Illumina bioinformatics portfolio products • Regularly communicate essential technical product updates to external customers and commercial counterparts to drive customer success. • Collaborate with customers to enable customer developed to solutions for analytic needs utilizing Illumina informatics tools • Provide voice of customer (VOC) feedback to Regional Product Support to improve current and upcoming products • Support new product development through alpha and beta tests • Monitor major bioinformatics industry trends, and gain knowledge of competitor activities and innovations within the marketplace. • Provide efficient communication on strategic and competitive customer feedback to the Regional Product Support and Sales teams. • Work collaboratively and consultatively to execute project plans. • To lead and maintain the customer informatics relationship with the Support and Sales Team • Prioritize tasks and responsibilities to achieve departmental key performance metrics. • Represent the company professionally, ethically, and morally at all times. •Responsible for understanding customer goals, setting appropriate product and performance expectations •Coordinate involvement of customer, local Field application specialists, Sales Specialists and other resources for executing successful utilization and adoption of Illumina products. •Lead and/or participate on cross-functional teams. Ensure project goals are aligned with business/departmental objectives and work collaboratively to drive successful execution of project plans and track, manage, and communicate progress to team and stakeholders. •Ability to manage high-priority projects and responsibilities to drive overall departmental goals. •Understand key customer needs and articulate current gaps to internal stakeholders with action plans to address issues. Requirements • 5+ years bioinformatics experience preferred. • Knowledge of genomics, high throughput sequencing applications, and methods that apply to Illumina technology. • Prior field experience supporting customers in a highly technical field helpful. • Demonstrated expertise and experience with commonly used data analysis software applications and bioinformatics tools and programs required. Experience with bioinformatics approaches to Next Generation Sequencing preferred. • Intermediate experience with at least one scripting/programming language commonly used in bioinformatics pipelines required • Intermediate Linux and Windows OS familiarity required • Ability to evaluate and suggest solutions to a range of customer bioinformatic challenges required. • Capacity to interact with principal investigator-level scientists as well as bioinformaticians and laboratory personnel. • Strong written and verbal communication and superior presentation and training skills. Proven ability to troubleshoot and resolve technical issues. • Ability to operate as an independent contributor and as a cooperative member of a team. Commitment to providing outstanding customer service. • Ability to successfully operate in a fast paced, rapidly changing environment. Capacity to maintain composure in stressful situations. Travel • Must be willing to travel up to 33% Experience/Education • Typically requires a Master’s Degree in Bioinformatics (with some focus in Next Generation Sequencing) or related computational field and 5+ years of experience; or a PhD and 1+ years of experience, or equivalent work experience. • Bilingual French/English an asset At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
