Provide technical support or consultations in pre-sales processes when requested.
Assist internal and distributor sales and support teams to understand customer’s bioinformatics/analytical needs to support, recommend or develop solutions based on Illumina’s bioinformatics software portfolio.
Provide onsite or remote customer trainings on Illumina’s bioinformatics software portfolio.
Collaborate and assist field-based support staff to manage customer accounts and troubleshoot customer complaints related to Illumina's instrumentation and bioinformatics software portfolio.
Collaborate with internal and external teams to develop bioinformatics skillsets of support staff, including regional distributors, to build up bioinformatics expertise and complaint handling capabilities within the region.
Participate in early testing of new software products, and assisting in planning regional internal and external support processes for such products.
Assist in the development and review of customer facing and internal documentation and support resources and collateral.
Provide voice of customer (VOC) feedback to internal groups to improve current and upcoming products and customer experience.
Qualifications
At least 5 or more years of experience in a bioinformatics role with relevant technical, user support, or project/product management experience
Demonstrated hands-on experience in the management and analyses of datasets of various application types using bioinformatics tools and pipelines, including command line and graphical user interfaces, particularly with next generation sequencing data (demonstrated by publication record or industry track record)
Strong understanding of bioinformatic concepts (e.g. alignment, variant calling methods) needed in the formulation of workflows/pipelines for the analysis of next generation sequencing data
Competence in R, Perl, Python or other scripting language appropriate for bioinformatic analyses
Experience with high-performance computing or cloud-scale data processing
Strong troubleshooting and problem-solving ability
Outstanding communication skills, both written and verbal and excellent facilitation and presentation skills
Outstanding interpersonal skills
Ability to work collaboratively and communicate effectively in a highly matrixed organization
Demonstrated ability to coordinate and communicate information with stakeholders from diverse backgrounds
Strong organizational skills, including ability to rapidly balance priorities in a fast-paced environment
Clear vision of and commitment to providing outstanding customer service
Must be willing to travel up to 50% of the time or as business situation dictates.
