Job Description

Provides remote hardware and software technical support and 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, in support of Agilent’s product portfolio.

Responsibilities may include technical support, troubleshooting customers’ applications and delivering consulting and education services, using telephone and internet collaboration and e-Learning platforms.

May focus on repair or refurbishment of complex instruments/systems/solutions in an Agilent service center or refurbishment facility, applying a high level of technical knowledge/skill of various instruments/systems/solutions and periodically serving as an expert resource to the product support and field teams.  

May support 3rd party products and occasionally visit customer site.

Leverages post sales interactions with customers to probe and qualify further revenue opportunities.

May book transactional sales opportunities and provide highly qualified leads to sales.

Comfortable and confident in engaging with customers directly

For a start, you will learn how to troubleshoot hardware and software issues remotely. As you develop knowledge and gain experience, you will be assigned to field work for installation, maintenance, repair, delivering training and application.

Qualifications

Bachelor’s or master’s degree in chemistry, Analytical Chemistry, Biochemistry, Biotechnology, Engineering or equivalent.

Post-graduate, certification, and/or license may be required.

2+ years of relevant experience in Life Science, Manufacturing or similar industries.

Technical Skills

Experience with remote diagnostic or troubleshooting tools

Knowledge of IT infrastructure (networks, servers, Windows OS, etc.)

Familiarity with C4C/CRM systems

Exposure to product-specific software or hardware platforms – eg. Agilent Liquid Chromatography/Mass Spectrometry (LC/MS)

Communication & Interpersonal Skills

Multilingual ability (English, Malay, Chinese)

Prior experience handling international customers

Technical writing or documentation experience

Business & Process Acumen

Experience in service reporting or root cause analysis

Awareness of customer success principles or customer experience strategy

Additional Details

This job has a full time weekly schedule.

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/locations

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.

Travel Required: No

Shift: Day

Duration: No End Date

Job Function: Services & Support