Technical Support Scientist - Automation Solutions

Company: Agilent
Location: Santa Clara
Posted on: May 13, 2022

Job Description:

To protect the health and safety of our employees, contractors, customers and communities, employees in the U.S. and Puerto Rico are required to be fully vaccinated against COVID-19, unless an approved exemption has been granted for a medical reason, sincerely held religious belief, or an employee is otherwise exempt under applicable law. 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 atwww.agilent.com. Join the fast-paced, high energy Agilent Automation Solutions Online Technical Support team in Agilent CrossLab Group Here is the opportunity to apply your knowledge and skills and join Agilent's organization to provide support to our customers In this role your primary focus will be to provide customers with post-sales technical support on our automated liquid handling and microplate handling solutions ( The Technical Support Scientist will be responsible for providing technical and troubleshooting support for the products remotely by phone, email, and other remote support tools. You will also understand customers' problems, recommend solutions to meet their needs, and ensure customer success and satisfaction. Key Responsibilities: Investigate and answer technical questions related to instrument hardware, software, and consumables, as well as applications Document customer interactions in support tickets thoroughly Follow up on and close out support cases regularly and in a timely manner, and follow the appropriate escalation process as needed Comply to company processes, including complaint handling, that support Agilent's goal of providing world-class customer support 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 May include 5-10% travel at times to attend events such as internal Agilent training classes and customer service call shadowing Standard full-time work shift is dependent on business needs may start as early as 5 AM PST or end as late as 5 PM PST. Santa Clara, CA office employment is preferred, but remote employment may be considered for candidates in San Diego, CA; Cedar Creek, TX; Folsom, CA; Little Falls, DEPDN-96109c6c-85b2-4bc4-99c4-3e0aeb2e69ef

Keywords: Agilent, Santa Clara , Technical Support Scientist - Automation Solutions, IT / Software / Systems , Santa Clara, California