Remote Customer Service Representative

Agilent Technologies•Lexington, KY

1d•Remote

About The Position

This position provides remote technical support and services to external customers and/or internal field personnel, leveraging vacuum expertise and troubleshooting capabilities. The role encompasses both reactive problem resolution and proactive preventive actions for Agilent’s vacuum product portfolio. Responsibilities include technical support, troubleshooting customer applications, and delivering consulting and education services through telephone and internet collaboration. Excellent communication skills are essential for identifying root causes and proposing innovative solutions. The role may also involve the repair or refurbishment of complex instruments/systems/solutions in an Agilent service center, requiring a high level of technical knowledge. The representative will periodically serve as an expert resource to field teams and may occasionally visit customer sites. Additionally, the position involves leveraging customer interactions to identify revenue opportunities, potentially booking transactional sales, and providing qualified leads to sales, all while maintaining customer data and logging interactions in SalesForce CRM.

Requirements

Bachelor's or Master's Degree or equivalent.
Minimal to no prior relevant work experience.
Excellent communication skills to uncover root causes of issues and propose innovative solutions.
Vacuum expertise and troubleshooting capabilities.
High level of technical knowledge/skill of various instruments/technologies (for repair/refurbishment focus).

Responsibilities

Provide remote technical support and services to external customers and/or internal field personnel.
Utilize vacuum expertise and troubleshooting capabilities for problem resolution.
Perform reactive actions for timely and cost-effective problem resolution for customers.
Implement proactive preventive actions in support of Agilent’s vacuum product portfolio.
Provide technical support, troubleshoot customers’ applications, and deliver consulting and education services using telephone and internet collaboration.
Uncover root causes of issues and propose innovative solutions.
Focus on repair or refurbishment of complex instruments/systems/solutions in an Agilent service center (if applicable).
Apply a high level of technical knowledge/skill of various instruments/technologies.
Periodically serve as an expert resource to the field teams.
Occasionally visit customer sites with account managers or applications engineers.
Leverage pre and post sales interactions with customers to probe and qualify further revenue opportunities.
Book transactional sales opportunities and provide highly qualified leads to sales.
Work with SalesForce CRM to maintain customer data and log interactions.