Product Support Engineer – Automated Electrophoresis Hardware (m/f/d)

at  Agilent Technologies Inc

JOB DESCRIPTION

The Agilent site in Waldbronn, Germany is seeking a qualified Product Support Engineer within Support Engineering for supporting our Automated Electrophoresis product lines. This full-time, dynamic position would be dealing with providing post-sales support for the 2100 Bioanalyzer software and hardware particularly focussing on the 21 CFR Part 11 compliant Security pack and obsolescence tasks.

Primary responsibilities:

• Providing 3rd level support for Agilent’s Sales & Service organization to actively help resolve customer problems primarily related to Bioanalyzer software and hardware but also applications.
• Tier 3 support for supporting the Security Pack of the 2100 Expert software in 21 CFR Part 11 compliant environment
• Manage formal escalation processes and use in-depth technical or scientific knowledge and product expertise to resolve them.
• Writing and updating user information for existing products.
• Support lead in cross functional projects including obsolescence and documentation tasks
• Ensures product support plan and repair strategy is developed, implemented, and maintained
• Prediction and calculation of lifetime buys for service parts
• Develop and deliver technical training to Agilent technical support teams, such as field service and remote service engineers.
• May develop tools for tracking and reporting statistics on support related data

QUALIFICATIONS

• Bachelor’s or master’s degree in Bioengineering, Molecular Biotechnology or related disciplines
• 2+ years relevant experience in the above-mentioned disciplines
• Practical (troubleshooting) experience with the Bioanalyzer hardware and software - especially Security Pack - is required.
• Hands-on experience with other automated electrophoresis instruments such as TapeStation and Fragment Analyzer highly desired
• Experience in direct customer or Tier 3 support required
• Proven record of delivering technical information and training to diverse audiences
• Experience in EOL PLC processes highly desired
• R&D experience beneficial
• Skills in Matlab, PowerBI and statistical analysis are highly beneficial.
• Excellent knowledge in Microsoft Windows and office applications
• Excellent oral and written communication skills in English (C1-C2); German is beneficial. Ability to communicate clearly, respectfully and in a timely manner
• Must work well and be a team player in culturally diverse scientific / engineering / business environment
• A positive, customer focused attitude and ability to work within a fast-paced environment
  Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

• Providing 3rd level support for Agilent’s Sales & Service organization to actively help resolve customer problems primarily related to Bioanalyzer software and hardware but also applications.
• Tier 3 support for supporting the Security Pack of the 2100 Expert software in 21 CFR Part 11 compliant environment
• Manage formal escalation processes and use in-depth technical or scientific knowledge and product expertise to resolve them.
• Writing and updating user information for existing products.
• Support lead in cross functional projects including obsolescence and documentation tasks
• Ensures product support plan and repair strategy is developed, implemented, and maintained
• Prediction and calculation of lifetime buys for service parts
• Develop and deliver technical training to Agilent technical support teams, such as field service and remote service engineers.
• May develop tools for tracking and reporting statistics on support related dat