Job Description
- Responsible for supporting customers through on-site activities such as installation, implementation, maintenance and repair of company and multi-vendor systems solutions which may include hardware, software and networking products as well as operating systems.
- Provides remote hardware and software technical support and services to external customers and/or internal field personnel utilizing remote diagnostic capabilities
- Installs and optimizes hardware/software/network products and configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
- Proactively responds to potential equipment or software issues to prevent unplanned interruption of customers' business.
- Delivers (does not design) fully integrated solutions, which may include peripherals, communications, operating systems and applications software.
- Serves as an internal resource on technical issues and manages product escalations Collaborates with Agilent teams such as Support, Sales, Marketing and R&D to provide solutions to customers.
- May have knowledge of third-party products.
- May deliver internal technical training and maintenance seminars and workshops for field engineers or customers.
- May train other field engineers or customers.
- May calibrate equipment on-site for large volume customers.
- May qualify leads.
- International travel required periodically for technical training & customer support
- Must consent to participate and meet Agilent approved customer/vendor credentialing requirements necessary to gain access to customer sites.
- Requirements may include, but are not limited to, proof of identification, proof of certification to perform the work required, customer health and safety requirements, etc.
Qualifications
- Bachelor's or Master's Degree in Life Sciences, Chemistry, Engineering, or related field with minimum of 2 years of experience of hands-on service and troubleshooting experience in Cell Analysis or Genomics eg, Flow Cytometry, Cell Imaging, NGS, PCR, Automation etc.
- Candidates without experience are welcome to apply.
- Proficient in Microsoft Office (Excel & Word).
- Possess good interpersonal and communication skills.
- Excellent team player with a positive working attitude
- Demonstrates commitment to continuous learning and providing the highest levels of customer service
