German Speaking Online Technical Support Remote Engineer – Microplate Instruments (Biotek) M/F/D
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
As our next Online Technical Support Remote Engineer (M/F/D), your primary focus will be to provide customers with post-sales technical and applications support on PLXB microplate reading, cell/tissue imaging, liquid handling, and automation products. You will be responsible for providing technical support for these products remotely by phone, email, live webchat, and other remote support tools understanding customers' problems, recommending solutions to meet their needs, and ensuring their satisfaction. More information about Agilent’s Microplate Instruments.
Your main responsibilities will be:
• Investigate and answer technical questions related to instrument hardware, software, and consumables, as well as applications
• Document customer interactions in support tickets
• Follow up on and close out support cases regularly and in a timely manner, and follow the appropriate customer concern process as needed
• Comply to company processes, including complaint handling
• Work closely with field and repair center teams
• Provide customer feedback to internal departments such as marketing, product support, and sales
• Develop technical resources for customers
• Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing
For this role, the ideal candidate would ideally be based in the Waldbronn area however, we are open to have somebody based in anywhere else in Europe.
We are looking for a motivated individual with the following background:
• University Degree (PhD preferred) in Biology or similar (Biochemistry, Biotechnology…)
• Significant hands-on laboratory experience with instrumentation such as microplate readers, cell/tissue imaging and/or liquid handling
• Full proficiency in English and German
• A first customer-facing experience would be a strong plus
On a personal level, you are autonomous, outgoing and customer-focused. You also have excellent interpersonal and communication skills to interact with many external and internal partners. You enjoy helping others and solving problems. Whilst being flexible and adaptable, you have also strong planning, organizational and time management skills.
We offer:
• Permanent Contract
• Outstanding company culture
• Career development opportunities
• Company pension scheme, yearly company bonus, private health care, stock purchase plan, medical & life insurance…
• A position within an international organisation, offering a dynamic working environment, with exciting challenges and opportunities
We will make sure you get all the training and development opportunities you need to become the best in your field!
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.
