JOB DESCRIPTION

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
As our next Online Technical Support Engineer – Microplate Instruments (Biotek), your primary focus will be to provide customers with post-sales technical and applications support on microplate reading, cell/tissue imaging, liquid handling, and automation products. You will be responsible for providing technical support for these products remotely by phone, email, live webchat, and other remote support tools understanding customers’ problems, recommending solutions to meet their needs, and ensuring their satisfaction. More information about Agilent’s Microplate Instruments.

QUALIFICATIONS

We are looking for a motivated individual with the following background:

• University Degree in Life Sciences (Biology, Biochemistry, Biotechnology, Chemistry…)
• Significant hands-on laboratory experience with instrumentation such as microplate readers, cell/tissue imaging and/or liquid handling
• Full proficiency in English is required
• Knowledge of German/French/Spanish would be a plus
• A first customer-facing experience would be a strong plus

On a personal level, you are autonomous, outgoing and customer focused. You also have excellent interpersonal and communication skills to interact with external and internal partners. You enjoy helping others and solving problems. Whilst being flexible and adaptable, you also have strong planning, organizational and time management skills.

• Investigate and answer technical questions related to instrument hardware, software, and consumables, as well as applications
• Document customer interactions in support tickets
• Follow up on and close out support cases regularly and in a timely manner, and follow the appropriate customer concern process as needed
• Comply to company processes, including complaint handling
• Work closely with field and repair center teams
• Provide customer feedback to internal departments such as marketing, product support, and sales
• Develop technical resources for customers
• Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing
  This role can be based either in our offices in Cheadle (UK) or Barcelona (Spain), where partial work would be an option (hybrid model). We are however also open to candidates located in Europe where Agilent has an entity and working fully remotely.