Remote Service Engineer

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