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Company: Illumina
Location: San Mateo
Posted on: May 3, 2021

Job Description:

Job Title: Senior/Staff Clinical Operations Field Applications Scientist

Position Summary:

The Senior/Staff Clinical Operations Field Applications Scientist position is a national level role and remote based position. The employee can be based in any AMR regions and will be reporting to the Oncology Clinical Manager within the Support group.

The Senior/Staff Clinical Operations Field Applications Scientist will be responsible for all aspects of clinical product launch support, product implementation support, clinical customer success, and will be expected to provide second-level support to the front-line colleagues in the entire AMR regions. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Senior/Staff Clinical Operations Field Applications Scientist partners with internal and external customers to provide 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 develop tools and resources that maximize sales growth and customer satisfaction.

This role requires subject matter level troubleshooting, capability to function as an overlay, coaching, communication, time management, situational awareness, poise under pressure, project management, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Commercial Leadership, S&S Managers, Regional Product Support, Marketing, Sales, Customer Service, Customer Solution, Product Development (Assay, Systems, and Software), Clinical Affairs, Business Development, Alliances, Planning, Manufacturing, Regulatory Affairs, and Quality Assurance organizations.


  • Manage, coordinate, and/or support complex, large-scale clinical customer installations, including facility inspections and instrument validation.
  • Consult on complex clinical customer lab and experimental design, workflow best practices, process related best practices, and data storage and analysis.
  • Conduct and/or manage on-site customer trainings across Illumina's Clinical/Dx/IVD portfolio of products including Next-Generation Sequencing, library preparation, bioinformatics, consumables, and related products, as well as specialty applications. Serve as a mentor for less experienced colleagues.
  • Consults broad knowledge of current regulatory guidelines and compliance requirements for RUO, LDT, and IVD products.
  • Serve as a second-level subject matter expert to resolve customer complaints related to biochemistry, assay or experimental design, software, instruments, or user's technical skill. Help manage customer elevations, demonstrations on special projects/early adopter or access opportunities, and consult with appropriate internal resources as necessary to maximize customer uptime and minimize customer effort.
  • Evaluate risk of essential technical product updates and notifications and provide guidance to sub-regional field teams so that they may appropriately plan for and communicate changes 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 develop and execute strategic plans for winning new business and expanding current customer growth and success through consulting, presentations, workshops, demonstrations, and seminars.
  • Responsible for clinical customer relationship management, understanding customer goals, setting appropriate product and performance expectations, and utilizes intelligence regarding competitive intel to remove barriers and identify new sales opportunities.
  • Consults on clinical product launches, product updates, and clinical trials as needed.
  • Broad knowledge of competitor activities and innovations within the marketplace and ability to incorporate market trends into strategy development.
  • Participate in key and/or strategic clinical account(s) support, and solicit competitive customer feedback to share with Sales, Marketing, and product development teams.
  • Lead departmental project teams, create/support AMR Clinical strategies and drive activities to address support needs. Ensure project goals are aligned with business/departmental objectives and work collaboratively to drive successful execution of project plans and track, manage, and communicate progress to team and stakeholders.
  • Serve as a mentor to junior members of the team; help coach and onboard new employees.
  • Ability to manage high-priority projects and responsibilities to drive overall departmental goals.
  • 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.


  • 7+ years biotech experience preferred.
  • Experience working in a Medical Device organization and with regulated (FDA approved, as well as LDT) productssuch as Oncology or RGH as an FAS/Overlay function preferred.
  • Strong knowledge of genomics, sequencing applications, and methods that apply to Illumina technology. Experience with precision medicine, clinical reporting, or companion diagnostics preferred.
  • Prior field experience supporting customers in a highly technical field required. Proven ability to resolve complex customer issues while maintaining positive customer relations.
  • Demonstrated understanding of commonly used Genotyping data analysis software applications and Bioinformatics tools and programs required.
  • Proficient with general lab best practices and common Molecular Biology techniques. Experience with lab or liquid handling automation preferred.
  • Demonstrated ability to work directly with clinicians or physicians as well as laboratory personnel in a support, consulting, or related role is required.
  • Experienced/qualified in supporting clinical customers as an FAS, demonstrated understanding of regulatory environments such as CAP, CLIA, FDA, ICH, HIPAA, Safe-Harbor, ACGS, or other ISO regulation and guidelines is preferred.
  • Project management experience is a mustprepare/set metrics, manage timelines/milestone deliverables, and proactively identify/manage potential risks and issues by recommending solutions to management/key stakeholders.
  • Clear vision of and 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


Typically requires a Master's degree in Biochemistry, Molecular Biology, Genetics, or related field and 7+ years of experience; or a PhD and 5+ years of experience; or equivalent work experience

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact To learn more, visit:

Keywords: Illumina, San Mateo , Scientist, Other , San Mateo, California

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