Distinguished Technical Support Specialist
hace 2 semanas
Company Overview: Agilent is a leading global provider of life sciences, diagnostics, and applied markets solutions. Our mission is to inspire and support discoveries that advance the quality of life.
Salary: The estimated salary for this role is $85,000 - $115,000 per year, depending on location and experience.
Job Description:
We are seeking a skilled Remote Service Engineer (RSE) to join our DGx Global Support Contact Center (GSCC) team. As an RSE, you will play a crucial role in providing post-sales technical support for our pathology products.
Your primary responsibilities will include:
- Managing technical support phone lines and handling customer inquiries and complaints
- Providing 1st and 2nd line support to customers via phone, email, and other remote tools
- Performing remote diagnostics and troubleshooting to resolve technical issues
- Collaborating with internal teams (Field Service Engineers, Sales, Technical Excellence, QA Complaints) to ensure timely and effective problem resolution
- Utilizing CRM systems (OneConnect C4C and SAP CRM) to track and document customer interactions
- Participating in quality improvement processes and contributing to the optimization of our service offerings
- Occasionally visiting customers on-site to gain hands-on experience and support sales initiatives
Required Skills and Qualifications:
- Education: Master's, PhD, Medical Laboratory Technologist Histopathology, or Field Service Engineer with experience in pathology laboratories
- Experience: Excellent technical product knowledge and remote troubleshooting skills. Experience in a pathology laboratory or similar environment is preferred.
- Proficiency in computer and software applications. Strong organizational skills and ability to manage multiple tasks simultaneously.
- Ability to work independently and as part of a team. Customer-focused with excellent interpersonal and communication skills.
- Fluency in French and English is required; additional languages (Danish, Dutch, German, Finnish, Italian, Norwegian, Spanish, Swedish) are a plus.
Benefits:
- Position can be remote, hybrid or office based
- Comprehensive training and development opportunities to help you excel in your field, starting with an onboarding program to ensure a smooth start with our team
- A dynamic environment focused around delivering best-of-class customer service using digital remote support tools
- Agilent offers core global benefits to all staff, including Agilent Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities
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