Remote Service Engineer
About The Position
Agilent is dedicated to inspiring and supporting discoveries that enhance the quality of life. We provide life science, diagnostic, and applied market laboratories around the globe with instruments, services, consumables, applications, and expertise. Our solutions empower customers to obtain the answers and insights they need to excel in their work and positively impact the world. For more information, visit www.agilent.com. We foster a diverse, inclusive STEM environment where all genders are encouraged to contribute, thrive, and advance. Join our team providing remote diagnostics and technical support to customers worldwide. You'll assist with technical issues, analyze customer situations, and deliver effective resolutions. As a Remote Service Engineer in the Online Technical Support department, you will provide remote post-sales support to customers and field personnel using remote diagnostic tools. You'll deliver timely problem resolution, support Agilent's portfolio through proactive measures, and identify revenue opportunities through customer interactions. As an Associate Online Technical Support Engineer, you will support customers with Gas Chromatography, Liquid Chromatography, or Spectroscopy Instrumentation, providing hardware, software, and application assistance for Agilent's analytical products. You'll route complex requests to appropriate teams and deliver prompt, informed first-contact resolutions as part of a world-class support group. This position is based at Agilent's Wilmington, DE, location. We provide English-language support to customers across the U.S. and Canada. Knowledge of French is a plus but not required. The candidate for this position will be located in either Delaware or Canada, and relocation is not available at this time.
Requirements
- Bachelor's or Master's degree in STEM field (or equivalent) such as analytical chemistry, or related life science discipline.
- Strong verbal and written communication skills
- Customer-focused mindset with logical troubleshooting abilities
- Proficiency with online tools, systems, and technologies
- Willingness to learn and take on challenges
- No prior work experience required
Nice To Haves
- Background in Gas Chromatography, Liquid Chromatography, or Spectroscopy
- French language proficiency
- Post-graduate certification or relevant licensure
Responsibilities
- Provide remote technical support via phone, email, and chat
- Troubleshoot Agilent hardware and software issues
- Consult on products and applications
- Create customer support articles and educational content
- Identify revenue opportunities through customer interactions
- Collaborate across departments for optimal customer experience
- May perform instrument repairs/refurbishments or accompany Field Service Engineers on site visits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
