Remote Engineering Manager - Service Contact Center

Agilent Technologies•Wilmington, NC

2d•$101,184 - $178,500•Remote

About The Position

Agilent is seeking a Remote Engineering Manager to lead a team of Remote Service Engineers (RSEs) responsible for delivering high-quality remote technical and application support across Agilent’s instrument and software portfolio. This role drives customer satisfaction, operational excellence, and revenue growth by enabling fast, accurate issue resolution while developing a high-performing, globally aligned team. The manager operates within Agilent’s Customer Service Organization (CSO), supporting Online Technical Support (OTS) functions and partnering closely with Field Service Engineers (FSEs), Scheduling, and Commercial teams.

Requirements

Bachelor's or master's Degree or University Degree or equivalent plus directly relevant experience as a manager, supervisor and/or individual contributor.
Requires proven skills in leading/managing the execution of processes, projects and tactics.
Experience with SAP CRM, C4C, Sinch or similar tools preferred.

Responsibilities

Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels (Associate → Master)
Build a sustainable talent pipeline (entry-level growth, internal promotion, expert retention)
Drive employee engagement, retention, and career progression
Establish clear performance expectations and conduct regular coaching, case reviews, and development planning
Model Agilent Leadership Expectations, fostering a culture of accountability, ownership, and continuous improvement
Ensure timely and effective remote resolution of hardware, software, and application issues
Drive improvements in case resolution time, first-time fix rates, customer satisfaction / CX feedback
Ensure consistent, high-quality customer interactions across phone, email, and digital channels
Partner with Field Service and Scheduling teams to ensure seamless customer handoffs
Oversee support for Agilent’s instrument and software portfolio, including Analytical instrumentation platforms (e.g., LC, GC, spectroscopy, cell analysis, etc.), associated software platforms, applications, and workflows
Ensure team capability across hardware troubleshooting, software diagnostics, scientific application support
Drive knowledge management (IKB, documentation, standard solutions)
Own team performance against key KPIs
Ensure consistent CRM usage and case documentation standards
Identify trends and implement corrective actions to improve performance
Support revenue and commercial success
Drive process improvement and transformation
Ensure cross functional collaboration