Remote Technical and Applications Support - Cell Analysis
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. As our next Remote Technical and Applications Support - Cell Analysis, your primary focus will be to provide customers with post-sales technical and applications support on Agilent Seahorse solutions, cell culture and flow cytometry. You will be responsible for providing technical support for these products remotely by phone, email, live webchat, and other remote support tools understanding customers' problems, recommending solutions to meet their needs, and ensuring their satisfaction.
Requirements
- Bachelor's or Master's Degree in Life Sciences or a related discipline (Biology, Biochemistry, Biotechnology)
- 4+ years of hands-on laboratory experience with Seahorse platforms is required
Nice To Haves
- Hands on experience with flow cytometry and knowledge in metabolism data analysis is preferred
- Experience with BioTek instruments and related applications is a plus and will be beneficial as the scope of support may expand to include these technologies in the future
- Full proficiency in French would be helpful
- A first customer-facing experience would be a strong plus
Responsibilities
- Investigate and answer technical questions related to instrument hardware, software, and consumables, 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
- Develop technical resources for customers
- Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing
Benefits
- Eligibility for bonus
- Stock options
- Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
