上海招聘

Provides technical direction and support to customers on operation and maintenance of company products via email or telephone. Serves as customer contact on technical and service-related problems via email or telephone. Demonstrates uses and advantages of products. Works closely with sales and marketing, QA/QC, research and development to address customer concerns, determine corrective action and customer follow-up. May be responsible for a designated region.

All About You

Responsibilities:

• Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers through phone and Email or other service channel
• Assist customer to find information and documents of illumina products.
• Professionally, efficiently and conclusively triage, troubleshoot and resolve customer’s basic technical questions.
• Assist senior team members on complex cases
• Manage install cases and coordinate work order assignment
• Triage and dispatch issues requiring field support to Illumina Engineers and Applications Scientists
• Log and manage customer issues using Illumina’s issue-tracking database
• Assis on web based product trainings and application seminars for Illumina customers

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Requirements:

• Hands-on laboratory experience using, developing or troubleshooting a wide range of molecular biology protocols such as PCR, Next Generation Sequencing, gene expression analysis, genotyping, and related procedures
• Excellent communication and interpersonal skills required
• Outstanding written and verbal communication in English are preferred
• Experience working in any service role desired
• Previous experience in email and telephone support channels would be held in high regard

· Good Teamwork

· Clinical, oncology or genetic experience preferred

Education:

• Ph.D./ M.S or B.S. relevant lab experience in molecular biology, genetics, or related field

作为全球基因组学的领导者，Illumina为科研、临床及各应用领域提供全面的第二代基因测序解决方案。全球超过90%的测序数据基于Illumina的技术产生。通过合作创新，Illumina在肿瘤、生殖健康、遗传病、微生物、农业、法医学等领域都在取得开创性的进步。Illumina致力于促进人类对遗传健康的理解，我们的愿景是通过解码基因组而改善人类健康。
自2005年进入中国以来，Illumina本着以先进技术服务中国的宗旨，用世界一流的解决方案、卓越的产品和技术竭诚为中国基因组学领域的发展提供全面支持。
Illumina中国公司拥有一支由科学家、工程师、管理和技术支持人员等组成的富有凝聚力
的精英业务团队，致力于可持续发展的共同目标，以精诚、务实的态度，与业务伙伴结成了长期良好的合作关系。