Remote Customer Service Representative

Agilent Technologies•Lexington, MA

1d•Remote

About The Position

Agilent Technologies, a global leader in laboratory and clinical technologies, is seeking a Remote Customer Service Representative. The company is passionate about bringing great science to life, supporting cutting-edge life science research, patient diagnostics, and ensuring the safety of water, food, and pharmaceuticals. With over 50 years of expertise and 18,000 employees worldwide, Agilent provides advanced instruments, software, and consumables, working collaboratively with customers to make a real difference in human lives. The company prides itself on a dynamic and inclusive workplace founded on trust, respect, and uncompromising integrity. This position provides remote technical support and services to external customers and/or internal field personnel, leveraging vacuum expertise and troubleshooting capabilities. The role involves 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 primarily through telephone and internet collaboration. Excellent communication skills are essential for identifying root causes and proposing innovative solutions. The representative may also focus on the repair or refurbishment of complex instruments/systems/solutions in an Agilent service center, acting as an expert resource to field teams. Occasional visits to customer sites with account managers or applications engineers may be required. The role also involves leveraging customer interactions to identify and qualify revenue opportunities, potentially booking transactional sales and providing qualified leads to the sales team. The representative will utilize SalesForce CRM to maintain customer data and log interactions.

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.

Responsibilities

Provide remote technical support and services to external customers and/or internal field personnel utilizing vacuum expertise and troubleshooting capabilities.
Perform reactive actions for timely and cost-effective problem resolution and proactive preventive actions in support of Agilent’s vacuum product portfolio.
Deliver technical support, troubleshoot customers’ applications, and provide consulting and education services using telephone and internet collaboration.
Focus on repair or refurbishment of complex instruments/systems/solutions in an Agilent service center, applying a high level of technical knowledge/skill.
Periodically serve as an expert resource to 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.