Remote Service Engineer (RSE) – Pathology EMEA

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.

As a Remote Service Engineer (RSE) in our DGx Global Support Contact Center (GSCC), you will play a crucial role in providing post-sales technical support for our pathology products. Your primary responsibilities will include:

• Managing technical support phone lines and handling customer inquiries and complaints.
• Providing 1st and 2nd line support to customers via phone, email, and other remote tools.
• Performing remote diagnostics and troubleshooting to resolve technical issues.
• Collaborating with internal teams (Field Service Engineers, Sales, Technical Excellence, QA Complaints) to ensure timely and effective problem resolution.
• Utilizing CRM systems (OneConnect C4C and SAP CRM) to track and document customer interactions.
• Participating in quality improvement processes and contributing to the optimization of our service offerings.
• Occasionally visiting customers on-site to gain hands-on experience and support sales initiatives.

Qualifications

• Education: Master’s, PhD, Medical Laboratory Technologist – Histopathology, or Field Service Engineer with experience in pathology laboratories.
• Experience:
• Excellent technical product knowledge and remote troubleshooting skills.
• Experience in a pathology laboratory or similar environment is preferred.
• Proficiency in computer and software applications.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Ability to work independently and as part of a team.
• Customer-focused with excellent interpersonal and communication skills.
• Fluency in French and English is required; additional languages (Danish, Dutch, German, Finnish, Italian, Norwegian, Spanish, Swedish) are a plus.

What We Offer:

• Position can be remote, hybrid or office based.
• Comprehensive training and development opportunities to help you excel in your field, starting with an Onboarding program to ensure you a smooth start with our team.
• A dynamic environment focused around delivering best-of-class customer service using digital remote support tools.

Agilent offers core global benefits to all staff – but in addition to these, the business offers Agilent Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities.

We are dedicated to fostering a healthy work environment that inspires collaboration and innovation in a global scientific community. A space that fulfils an individual’s purpose in a significant way. Take a glimpse into life at Agilent. Hear about our creative culture, our work, and what we love about our company: https://youtu.be/TrWff2knbnI

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

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.

Travel Required:

Occasional

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support

Read Full Description