Manager, In-House Technical Applications Scientists
Illumina, Inc. - San Diego, CA

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Position Overview

The Manager, In-House Technical Applications Scientists is a key member of the Customer Solutions management team and will report to the Global Director of Technical Support.

This position is responsible for the leadership and continuous development of a team of Technical Applications Scientists and Bioinformatics Support Scientists within our Sequencing Analysis Software division of the AMR Technical Support organization. This team serves as subject matter experts supporting our customers, as well as providing the voice of the customer to Illumina development
and investigation teams.

Responsibilities
  • Develop and maintain support staff to deliver personable, responsive support with high technical expertise, to our customers

  • Continuous maintenance and optimization of all in-house support operations such as communication channels, work instructions, and training

  • Provide technical leadership and case management guidance to Technical Support Scientists

  • Coordinate and provide training to staff on Illumina products, problem solving skills, and customer service skills

  • Continuous improvement of the customer experience through staff, process, and support tool development

  • Assist staff in their efforts to triage, troubleshoot, and resolve complex customer requests

  • Provide feedback and collaborate with interdepartmental teams such as marketing and product development

  • Assist in the development of alternate support channels

  • Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency are met or exceeded

Preferred educational background:
• PhD in Chemistry, Biochemistry, Molecular Biology or Genetics, or M.S. + 5 years experience,
Preferred experiential background:
• 5 years biotech experience preferred, ideally including analysis software and/or computing solutions
• Experience in working in CRM and, ideally, optimizing processes
• Prior hands-on technical support and leadership experience
• Outstanding problem solving and interpersonal skills
• Demonstrated written and verbal communication and training skills
• Clear vision of and commitment to providing outstanding customer service
• Must be willing to travel up to 10%,
Illumina is an Equal Opportunity Employer

Illumina, Inc. - 30+ days ago - save job - block
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Illumina elucidates the human genome. The firm makes tools used by life sciences and drug researchers to isolate and analyze...