Remote Engineer

Agilent Technologies inspires and supports discoveries that advance the quality of life by providing life science, diagnostic, and applied market laboratories with essential instruments and services. The Online Technical Support Engineer will focus on delivering post-sales technical support for microplate instruments, ensuring customer satisfaction through effective problem-solving and communication.

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

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
• Preference will be given to a Ph.D. degree in a life science
• Previous customer-facing experience preferred