Job Description

If you're ready to challenge your knowledge and skills, join our team that provides remote diagnostics, support, technology assistance, and technical services to customers worldwide. As part of our team, you'll learn to assist with technical issues, clarify and analyze customer situations, and deliver effective resolutions and results.

As a Remote Service Engineer in the Online Technical Support department, you will provide remote post-sales technology support and technical service to external customers and/or internal field personnel utilizing remote diagnostic capabilities. These services can include reactive actions, which lead to timely and cost-effective problem resolution for customers, and proactive measures that support Agilent's portfolio and business. You will also leverage post-sales interactions with customers to probe and qualify for further revenue opportunities.

As an Associate Online Technical Support Engineer, you will help customers with questions regarding Gas Chromatography, Liquid Chromatography, or Spectroscopy Instrumentation. As an active team member, you will assist customers with hardware, software, and application support for Agilent's analytical products. For requests beyond your scope, you will route customers to the appropriate groups and departments for further assistance. Our organizational goal is to deliver insights into customer outcomes at their first contact as part of a world-class technical support group. To achieve success, our responses must be prompt and well-informed.

This position is based remotely in Canada; We provide English-language support to customers across the U.S. and Canada. Knowledge of French is a plus, but it is not a requirement.

This position is for time zone coverage of the US's Central and/or Mountain time zone.

While this position is open to all STEM disciplines, there is a particular emphasis on Gas, Liquid, and Spectroscopy Chromatography.

This position is based at the Agilent Little Falls Site in Wilmington, DE. It is primarily office-based, with remote work premises on Mondays and Fridays. You are expected to be on-site three days a week (Tuesday, Wednesday, and Thursday) and working remotely for the remaining two days, subject to manager approval.

Some key responsibilities of this role can be but aren't limited to:

• Provide technical support through remote means, including phones, email, and chat.
• Troubleshoot customers' Agilent hardware and software issues.
• Consult on Agilent's products and applications.
• Deliver minor educational services, including e-learning platforms.
• Create and curate articles for customer use and discussions.
• Help navigate a customer's needs and network with different departments for a positive Agilent experience of service.
• Leverage post-sales interactions with customers to explore and qualify further revenue opportunities, as well as provide transactional sales opportunities via vetted leads for sales initiatives and percentage returns.

The role has the potential to perform repairs or refurbishments of complex instruments and systems in an Agilent service center or refurbishment facility. Additionally, it may involve visiting customer sites alongside a Field Service Engineer.

Additionally, some qualifications and expectations of the position level are

Knowledge & Application

• Possesses theoretical or technical expertise usually obtained through advanced education.
• Continuously enhancing professional abilities to utilize that knowledge in a workplace setting.
• Carries out tasks with specific goals related to their area of expertise.
• Utilizes problem-solving methods to identify the best course of action within their area of responsibility.

Problem Solving & Complexity

• Receives broad guidance on tasks and new projects, with work typically reviewed for precision.
• Leverages knowledge to find solutions for problems within a defined range.
• The scope of responsibilities and complexity of tasks expand over time as proficiency increases, requiring less supervision as one advances in their role.

Team & Others

• Shares knowledge and information with team members; collaborates and organizes activities with others.

Qualifications

Minimum Education/Experience

• Bachelor's or Master's Degree or equivalent.
• Post-graduate, certification, and/or license may be required.
• 4+ years of relevant work experience.

Key skills to be successful in this role are:

• Excellent verbal and written communication.
• Customer-focused mindset.
• Logical troubleshooting skills.
• General proficiency with online tools, systems, and technologies.
• Willingness to learn and take on challenges.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

The full-time equivalent pay range for this position is $87,864.00 - $137,288.00/yr CAD 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:
Occasional

Shift:
Day

Duration:
No End Date

Job Function:
Services & Support