As an Online Technical Support Engineer, you will provide remote post-sales technology support and technical services to external customers and/or internal field personnel utilizing remote diagnostic capabilities. This includes reactive actions that result in a timely and cost-effective problem resolution for customer and proactive preventive actions. You will also leverage post sales interactions with customers to probe and qualify further revenue opportunities. As an Associate Online Technical Support Engineer, you will help customers with questions regarding, Gas Chromatography, Liquid Chromatography or Spectroscopy Instrumentation.
Role-Specific Responsibilities include:
Direct customer contact through phone/email channels
Log requests via our SAP ticketing system
Provide technical support, troubleshooting customers’ applications and delivering consulting and education services, using telephone, email and online collaboration tools
Solves routine and non-routine issues, challenges and problems within field of specialization
Write technical support articles for global knowledge base.
May book transactional sales opportunities and provide highly qualified leads to sales
Bachelor's or master's degree or University degree in STEM (science, technology, engineering, and mathematics)
2+ years of relevant experience in the field of knowledge
Relevant work experience in customer service, technical support or laboratory environment exposure to LC or GC instrumentation is a plus
May occasionally travel for customer visits for development and training
Key skills to be successful in this role:
Excellent verbal and written communication
Customer-focused mindset
Logical troubleshooting skills
General proficiency with online tools, systems and technologies
Willingness to learn and take a challenge
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least January 23, 2025 or until the job is no longer posted.The full-time equivalent pay range for this position is $32.58 - $61.08/hr USD in the US, or $64,800.00 - $101,250.00/yr CAD in Canada, 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/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.
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