Field Applications Scientist - Ontario, Canada

The Field Applications Scientist 2 position is responsible for enabling customer success within their territory. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. This role will partner with customers to provide technical training, troubleshooting, and complaint resolution. This position serves as a scientific consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth and customer satisfaction.

This role requires troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across territory Service and Support teams, Marketing, Sales, Customer Service, and Quality organizations.

Preferred location is Greater Toronto Area

Responsibilities:

• Coordinate new installations, including facility inspections and instrument validation.
• Answer questions on customer lab and experimental design, workflow best practices, and data storage and analysis.
• Conduct on-site customer trainings on cornerstone Illumina microarray, Next-Generation Sequencing, library preparation, bioinformatics, consumables, or related products.
• Troubleshoot customer complaints related to biochemistry, assay or experimental design, software, instruments, or user's technical skill. Escalate to appropriate internal resources as necessary to maximize customer uptime and minimize customer effort.
• Regularly communicate essential technical product updates to external customers and Sales counterparts to drive customer success.
• Partner with other functional roles and teammates under the Illumina team selling model that includes various specialist roles, (key) account managers, district sales managers, and Inside Sales to execute on winning new business and expanding current customer growth and success through consulting, presentations, workshops, wet-lab demonstrations, and seminars.
• Contributes to customer relationship management, understanding customer goals, setting appropriate product and performance expectations, and gathering intelligence regarding competitive intel.
• Support new product development through alpha and beta tests.
• Provide efficient communication on strategic and competitive customer feedback to Sales, Marketing, and product development teams.
• Participate on departmental project teams; work collaboratively to execute project plans.
• Prioritize tasks and responsibilities to achieve departmental key performance metrics.
• Represent the company professionally, ethically, and morally at all times.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Requirements:

• 3+ years biotech experience preferred.
• Knowledge of genomics, sequencing applications, and methods that apply to Illumina technology.
• Prior field experience supporting customers in a highly technical field helpful.
• Demonstrated understanding of commonly-used Genotyping data analysis software applications and Bioinformatics tools and programs helpful.
• Proficient with general lab best practices and common Molecular Biology techniques.
• Experience with lab or liquid handling automation helpful.
• Capacity to interact with principal investigator-level scientists as well as bioinformaticians and laboratory personnel.
• Proven ability to troubleshoot and resolve technical issues.
• Strong written and verbal communication and superior presentation and training skills.
• Ability to operate as an independent contributor and as a cooperative member of a team.
• Commitment to providing outstanding customer service.
• Ability to successfully operate in a fast paced, rapidly changing environment.
• Capacity to maintain composure in stressful situations.
• Must be willing to travel up to 50%.

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

Experience/Education:

• Typically requires a Master's degree in Biochemistry, Molecular Biology, Genetics, or related field and 3+ years of experience; or a PhD; or equivalent work experience.

The estimated base salary range for the Field Applications Scientist - Ontario, Canada role based in Canada is CAD 81,800 - 122,800.Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly.The range reflects long-term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. No AI will be used to screen, assess, or select applicants. This role is a replacement requisition for a vacated position. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.