Technical Applications Scientist, Shanghai

All About U********
Illumina is improving human health by unlocking the power of the genome.Our focus on innovation has establishe******** as the global leader inDNA sequencing an********-base********, serving customers in theresearch, clinical an******** markets. Our products are use********applications in the life sc******** oncology, reproductive health,agriculture an******** emerging segments.

Illumina has experience******** growth from $10 million in revenues in2002 to approximately $1.9 billion in 2014. Forbes name******** #1 onthe 2009 list of 25 Fastest-Growing Technology Companies in theUnite********, the secon******** over a three year perio******** Forbesranke******** #1 on its list of rapidly growing technology companies.Illumina was also named #1 smartest company in the worl******** part ofMIT’s 2014 Technology Revie******** As of December 2014, the companyha******** $26 billion market capitalization.

Position Summary:
Provides technical direction an******** to customers on operationan******** of company products via email or telephone. Serves ascustomer contact on technical an********-relate******** via email ortelephone. Demonstrates uses an******** of products. Works closelywith sales an********, QA/******** research an******** to addresscustomer concerns, determine corrective action an******** follow-up. Maybe responsible for a designate********.

Tasks an****************
- Profess******** efficiently an******** tr******** troubleshootan******** customer’s technical questions.
- Assist customers with the design an******** of gene express********genotyping and “Next-Generation” sequencing experiments
- Provide technical guidance regarding the choice an******** of theappropriate Illumina product to existing an******** customers
- Assist customers with the selection of SNPs for custom genotypingprojects by utilizing public an******** sources an******** softwareapplications
- Triage an******** issues requiring fiel******** to Illumina Engineersan******** Scientists
- Log an******** customer issues using Illumina’s issue-trackingdatabase
- Conduct web base******** trainings an******** seminars for Illuminacustomers

All liste******** an******** are deeme******** essential functions tothis position; however, business conditions may require reasonableaccommodations for additional task an********.

工作职责包括但不限于：

• 使用客户和投诉管理软件，专业及有效地处理、调试、解决复杂的客户问题和投诉。
• 针对 Illumina 产品的系统性能，用户的技术技能，生物化学/实验设计，软件和仪器硬件有关的问题进行疑难解答。
• 向现有的和潜在客户提供有关 Illumina 公司的产品技术指导。
• 利用内部资源，以及公共和私人数据库协助客户针对定制产品的设计以及协助客户选择相应的检测设备和方法。
• 及时将客户反馈提供给市场营销和产品开发团队。
• 开发、编写和发布技术文档和培训材料以教育内部和外部客户。
• 协助制定和完善客户服务流程以建设世界一流的客户服务和支持组织。
• 确保达到关键绩效指标（KPI）。包括回复客户的响应时间、解决问题的时间、部门效率等，均达到或有所超越。
• 提供 Illumina 相关的其他技术的应用科学家指导和技术支持。

以上任务和职责只是此职位的基本职能；随着企业运营情况的变化，您可能需要适度承担一些额外的工作。


Requiremen********
- Hands-on laboratory experience us******** developing ortroubleshooting a wide range of molecular biology protocols such as PCR,Next Generation Se******** gene expression analys********genotyp******** an******** procedures
- Teaching experience desirable
- Excellent analyt******** problem solving an******** skills required
- Outstanding written an******** communication an******** skills a must.
- Experience working in any service role desired
- Previous experience in email an******** support channels woul********hel******** high regard.
- Previous experience in supervisory roles of technical support teamswoul******** hel******** high regard.

Educational:
- Ph.D./ M.S or B.S. plus 2 years relevant lab experience in molecularb******** genet******** bioinformatics or relate********

Illumina is an Equal Opportunity Employer.

For intereste********, please apply via the following link:
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