Job Description

A Channel Assist Engineer works in the Global Service Channel Assist group and provides remote technical support to customer-facing teams, including Field Service Engineers (FSEs), Agilent Service Providers (ASPs) and Remote Support Engineers (RSE) agents. This includes reactive actions that result in a timely and cost-effective problem resolution for customer and proactive

preventive actions, in support of Agilent's product portfolio.

Primary responsibilities include:

• Providing remote technical support to FSEs working with BioTek (PLXB) Cell Analysis products
• Managing PLXB escalations, which includes defining the problem, assembling the escalation team, and driving the process to quick resolution for the customer
• Knowledge management, which includes capturing key information from support interactions, creating reusable content, and publishing articles to the Internal Knowledge Base (IKB) to promote FSE and RSE self-help

Additional responsibilities may include:

• Teaching technical training courses as a Certified Instructor (CIP)
• Providing voice-of-the-field feedback to the product line
• Visiting customer sites to help resolve issues when required

We are looking someone who is:

• Experienced in customer support or operation of BioTek (PLXB) systems
• Interested in assisting others with technical problems
• Self-motivated and team oriented
• Customer-focused and capable of maintaining customer focus throughout the support interaction

Qualifications

• Bachelor's or master's degree or equivalent
• 8+ years of relevant experience supporting and/or using BioTek Cell Analysis products
• Ability to operate within an interrupt-driven environment
• A customer-first attitude
• Demonstrated good remote communication skills
• Demonstrated good situational leadership
• Strong verbal and written communication skills with the ability to interface with internal and external customers and cross-functional global teams
• Ability to travel up to 25% (customers visits, training, meetings, etc.)

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least September 1, 2026 or until the job is no longer posted.

The full-time equivalent pay range for this position is $50.62 - $84.62/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Travel Required:
10% of the Time

Shift:
Day

Duration:
No End Date

Job Function:
Services & Support