Distinguished Technical Support Specialist

hace 2 semanas


Barcelona, Barcelona, España Agilent A tiempo completo

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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