Job Description

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. DESCRIPTION: Provides technical remote support and technical services to external customers and Agilent Customer Engineers utilizing remote diagnostic capabilities. This includes reactive and pro-active actions that result in a timely and cost effective problem resolution with the objective to meet contractual agreements. May support third party products and occasionally visit customer sites. Leverages post sales interactions with customers to probe and qualify further revenue opportunities and provides highly qualified leads to sales. Acts as part of the country CSO and sales team and supports Field Service staff. May serve as interface between customers and other Agilent organizations (such as CE Assist Solution Units) on technical and application issues. Performs a set of required admin tasks in order to ensure flawless customer service for contract and trade customers. OBJECTIVES: The main objectives of this position are: · Provision of technical remote support and services to external customers for a defined range of HW & SW products and solutions · Customer entitlement, remote diagnostics and selection of the appropriate repair strategy · Effective and accurate parts prediction for enquiries that require an on-site or a remote repair · Call Management (Queue Management) in close cooperation with WLA’s for technical HW & SW inquiries that are not directly supported by the SSC RESPONSIBILITIES: Responsibilities of a Response Centre Engineer include

• Responsible for providing first-line support to customers for support inquiries, directly accepting incoming phone calls, e-mail, Web chat for a specified range of HW & SW product; provides back[1]up to other CQ members and deals with overflow of calls combine with 2.nd topic
• Carries out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools, such as remote connections (e.g. Smart Alert (Remote Advisor) or WebEx)
• The CQ selects appropriate repair strategy based on the remote diagnostics, taking cost efficiency and the Channel Selection Guidelines into account; supports WLA in selecting and managing the required resources for on-sites
• Utilizes the CRM system on a routine base to ensure tracking of incoming customer requests and documentation of call handling (e.g. time spend, agreements with customers, attachment of information, etc)
• Prioritizes according to business needs and ensures to meet call TAT for contract customers to enable CSO to meet response time agreements
• Acts as owner of the CRM Qualifier queue and supports the efforts to manage calls that can not be answered directly within the SSC due to the missing skill set
• Works with other parts of the organization (CE, CEM, On-line Assist, Support Parts Logistics, European Repair Center, Sales, etc.) to resolve and escalate customer issues ; Participates in revenue generating initiatives to promote our service offerings, by actively approaching our customers on the phone

· Knows and utilizes the existing tools to ensure most efficient and accurate parts prediction to enable efficient CE on-site visits or remote repairs · Reports product problems and quality problems to the EMEAI On-Line Assist team or to the appropriate product divisions

• Ensures proper CRM data quality (entitlement, customer info, parts prediction, etc.) to allow for flawless customer service; Demonstrates team work with other SSC teams to meet customer expectations
• Works closely with SSC Manager to apply quality improvement processes, constantly improving customer satisfaction and our service offerings, as well as the optimizing our processes;
• Constantly broadens skills and knowledge through internal training and self-study; conducts regular On-site visits to gain hands-on experience
• May act as a lead, mentor or trainer for new hires and peers
• May design and deliver customer education courses
• May be involved in developing programs, tools or procedures to increase efficiency and quality of service deliverables
• Ensures all working relationships follow Agilent Technologies Standards of Business Conduct

Provides 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. 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 provides highly qualified leads to sales.

Works on remote technical support assignments with broadly defined objectives

Solves non-routine issues, challenges and problems within field of specialization

CORE SKILLS REQUIREMENTS: ‘Must haves’ for this job profile

• Education in a technical field; Preferably Bachelors/Master Degree or University Degree

· Excellent technical product knowledge, including system operation, in the assigned area of responsibility; preferably application experience in a laboratory · Excellent remote diagnostics and troubleshooting skills · Computer and SW literate · Clearly demonstrates a structured work approach; ability to work on and complete simultaneously several short term activities; Ability to work in an interrupt driven environment · Ability to work in a stressful environment · Ability to convey LSCA’s service & support deliverables to customers · Understands the value of processes; Ability to follow them accordingly with high attention to details · Ability to set customer expectations and to balance customer requirements with LSCA business needs · Effective interpersonal skills; expresses customer awareness and empathy, ability to manage difficult customer situations successfully · Ability to work independently without direct supervision · Effective written and verbal communication skills in English · Promotes the Agilent values Bachelors or Masters Degree or University Degree or equivalent.

Typically 2+ years relevant experience for entry to this level.

Requires general proficiency with tools, systems and procedures to accomplish job.

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.