Channel Assist Engineer

Agilent Technologies•Winooski, VT

4d•$51 - $85•Remote

About The Position

A Channel Assist Engineer works in the Global Service Channel Assist group and provides remote technical support to customer-facing teams, including Field Service Engineers (FSEs), Agilent Service Providers (ASPs) and Remote Support Engineers (RSE) agents. This includes reactive actions that result in a timely and cost-effective problem resolution for customer and proactive preventive actions, in support of Agilent’s product portfolio.

Requirements

Experienced in customer support or operation of BioTek (PLXB) systems
Interested in assisting others with technical problems
Self-motivated and team oriented
Customer-focused and capable of maintaining customer focus throughout the support interaction
Bachelor’s or master’s degree or equivalent
8+ years of relevant experience supporting and/or using BioTek Cell Analysis products
Ability to operate within an interrupt-driven environment
A customer-first attitude
Demonstrated good remote communication skills
Demonstrated good situational leadership
Strong verbal and written communication skills with the ability to interface with internal and external customers and cross-functional global teams
Ability to travel up to 25% (customers visits, training, meetings, etc.)

Responsibilities

Providing remote technical support to FSEs working with BioTek (PLXB) Cell Analysis products
Managing PLXB escalations, which includes defining the problem, assembling the escalation team, and driving the process to quick resolution for the customer
Knowledge management, which includes capturing key information from support interactions, creating reusable content, and publishing articles to the Internal Knowledge Base (IKB) to promote FSE and RSE self-help
Teaching technical training courses as a Certified Instructor (CIP)
Providing voice-of-the-field feedback to the product line
Visiting customer sites to help resolve issues when required