Senior Technical Applications Scientist

The Senior Applications Scientist is an experienced individual contributor responsible for providing high-quality technical and customer support across Illumina Laboratory Services (ILS). The role independently manages complex customer inquiries, coordinates issue resolution across relevant functions, and applies scientific, product, and service knowledge to protect customer commitments and strengthen the customer experience.

The position serves as a subject matter resource within an assigned service area or workflow. It contributes to investigations, customer onboarding, knowledge development, and practical process improvements, working within established policies and escalating broader business, quality, compliance, or contractual risks appropriately.

Position Responsibilities

Customer and Technical Support

• Provide responsive, accurate technical support to internal and external customers across assigned ILS services, platforms, applications, and workflows.
• Independently assess and resolve complex customer inquiries, using scientific and operational information to determine appropriate next steps.
• Own cases through resolution, maintaining clear documentation, timely communication, and effective follow-up in the relevant case-management system.
• Coordinate customer requirements and issue resolution with laboratory operations, commercial, quality, regulatory, product, software, and other technical teams.
• Communicate technical findings, service limitations, risks, and recommended actions in language appropriate to the customer and stakeholder audience.
• Support customer onboarding, service-readiness activities, business reviews, and recurring customer meetings for assigned accounts or programmes.

Investigation and Issue Resolution

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