Remote Engineer

Role overview

Online Technical Support Engineer – Microplate Instruments (Cell Analysis) provides post-sales technical and applications support for microplate reading and related cell/tissue imaging, liquid handling, and automation products.

Responsibilities

• Provide remote support to customers via phone, email, live webchat, and other remote tools
• Investigate and answer questions on instrument hardware/software and cell analysis applications
• Recommend solutions to meet customer needs and ensure customer satisfaction
• Document customer interactions in support tickets
• Follow up on and close out support cases in a timely manner using the appropriate process
• Comply with internal processes, including complaint handling
• Work with field and repair center teams
• Share customer feedback with internal groups such as marketing, product support, and sales
• Help develop/improve plans to enhance technical services, capabilities, and customer satisfaction
• Occasionally travel for internal training and customer support call shadowing

Requirements

• Bachelor’s and/or Master’s degree (or equivalent) in life sciences (e.g., biology, biochemistry, molecular/cellular biology)
• Preferred: Ph.D. in a life science
• 4+ years hands-on experience with laboratory instrumentation
• Strong written and verbal communication skills
• Ability to work with complex data analysis
• Proficient with Microsoft software platforms
• Prior customer-facing experience preferred
• Autonomous, outgoing, customer-focused; strong planning, organization, and time management

Location / remote policy

• Ideal candidates are near Agilent sites in Winooski, VT or La Jolla, CA
• Remote employment may be considered for the right candidate

Contract / schedule

• Full-time weekly schedule; option to work remotely