JOB DESCRIPTION

The CAS – Customer Application Specialist) will be providing remote and on-site Customer Technical Support. This includes handling customer complaints and inquiries in compliance with Global Complaint Handling Process. You will provide accurate and fast 1st and 2nd line technical support to customers, and FSE (Field Service Engineer) and Sales for products within the Pathology portfolio in local area as well as support for AFO Canada region. Provide pro-active actions, including required administrative tasks, that result in a timely and cost-effective problem resolution to meet customer expectations and according to contract and trade customers.

Job Responsibilities:

• Provide 1st and 2nd line support to customers for support inquiries and complaints, directly handling incoming Technical Support phone calls, e-mail, etc. for the Pathology portfolio. Carry out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools.
• Utilize the SAP CRM (Customer Relationship Management) to ensure tracking of incoming customer requests and documentation of call handling, collaborating closely with the QA investigators team to reach regulatory reporting requirements.
• Work with other parts of the organization (Field Service Engineering, Sales, Technical Excellence and QA Complaints team) to resolve and escalate customer issues.
• Responsibility to follow the Complaint Handling procedure as per QMS 17 and W13002.
• Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.
• Conducts demonstrations to showcase our state of the art instrumentation and workflow solutions.
• Provides pre-sales technical and applications assistance in response to customer inquiries on Agilent’s pathology product line.
• Works with Account Managers and Product Specialists to provide customers with application and technical support.
• Delivers customer consulting remotely and at the customer site. This includes routine operation, troubleshooting, maintenance of the instrument, and applications.
• Works with field service team to diagnose and fix field instruments when needed. Assists the sales team in presenting total solutions that meet the customer’s needs and expectations.
• Prepares and presents technical presentations to customers.
• Conducts training courses including routine operation, maintenance and application development at a customer site as well as works with the service team to work through difficult customer site situations.

QUALIFICATIONS

• Bachelors in science, MLT or equivalent experience.
• 4+ years of experience in a broad range of pathology analytical techniques, including IHC, special stain, FISH, primary staining, etc.
• Excellent remote diagnostics and troubleshooting skills. Computer and software literate.
• Ability to travel up to 75%

• Provide 1st and 2nd line support to customers for support inquiries and complaints, directly handling incoming Technical Support phone calls, e-mail, etc. for the Pathology portfolio. Carry out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools.
• Utilize the SAP CRM (Customer Relationship Management) to ensure tracking of incoming customer requests and documentation of call handling, collaborating closely with the QA investigators team to reach regulatory reporting requirements.
• Work with other parts of the organization (Field Service Engineering, Sales, Technical Excellence and QA Complaints team) to resolve and escalate customer issues.
• Responsibility to follow the Complaint Handling procedure as per QMS 17 and W13002.
• Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.
• Conducts demonstrations to showcase our state of the art instrumentation and workflow solutions.
• Provides pre-sales technical and applications assistance in response to customer inquiries on Agilent’s pathology product line.
• Works with Account Managers and Product Specialists to provide customers with application and technical support.
• Delivers customer consulting remotely and at the customer site. This includes routine operation, troubleshooting, maintenance of the instrument, and applications.
• Works with field service team to diagnose and fix field instruments when needed. Assists the sales team in presenting total solutions that meet the customer’s needs and expectations.
• Prepares and presents technical presentations to customers.
• Conducts training courses including routine operation, maintenance and application development at a customer site as well as works with the service team to work through difficult customer site situations