Remote Engineer
About The Position
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Our next Online Technical Support Engineer – Microplate Instruments (Cell Analysis), primary focus will be to provide customers with post-sales technical and applications support on microplate reading, cell/tissue imaging, liquid handling, and automation products. They will be responsible for providing technical support for our cell analysis products remotely by phone, email, live webchat, and other remote support tools to understand customers' problems, recommending solutions to meet their needs, and ensuring their satisfaction. Key responsibilities: Investigate and answer technical questions related to instrument hardware and software, as well as applications Document customer interactions in support tickets Follow up on and close out support cases regularly and in a timely manner, and follow the appropriate customer concern process as needed Comply to company processes, including complaint handling Work closely with field and repair center teams Provide customer feedback to internal departments such as marketing, product support, and sales Support the development and implementation of plans to improve technical services, capabilities, and customer satisfaction Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing For this role, the ideal candidate would be based in near the Winooski, VT or La Jolla, CA Agilent sites, however remote employment may be considered for the right candidate
Requirements
- Bachelor's and/or Master's degree (or equivalent experience) in life sciences such as general biology, biochemistry, molecular and cellular biology, or related field required.
- 4 + years hands on experience with laboratory instrumentation.
- Strong communication skills both written and verbal.
- Ability to work with complex data analysis.
- Proficient with Microsoft software platforms.
- The successful candidate will be autonomous, outgoing and customer focused.
- They will also have excellent interpersonal and communication skills to interact with external and internal partners.
- A desire to help others and solve problems is essential.
- While being flexible and adaptable, the successful candidate will also have strong planning, organizational and time management skills.
Nice To Haves
- Preference will be given to a Ph.D. degree in a life science.
- Previous customer-facing experience preferred.
Responsibilities
- Investigate and answer technical questions related to instrument hardware and software, as well as applications
- Document customer interactions in support tickets
- Follow up on and close out support cases regularly and in a timely manner, and follow the appropriate customer concern process as needed
- Comply to company processes, including complaint handling
- Work closely with field and repair center teams
- Provide customer feedback to internal departments such as marketing, product support, and sales
- Support the development and implementation of plans to improve technical services, capabilities, and customer satisfaction
- Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing
Benefits
- eligibility for bonus, stock and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
