Technical Support Scientist

Job Description

Join the fast-paced, high energy Biomolecular Systems - Solutions Online Technical Support Team in Agilent CrossLab Group! At Agilent, we develop and market genomics solutions that accelerate life sciences research. The market for Agilent's genomics products continues to enjoy significant growth through the invention, development, and launch of high-value products associated with technology platforms such as automated electrophoresis systems, microarrays, Next Generation Sequencing (NGS) and qPCR.

This is an 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 Electrophoresis systems for sample QC, Microarray Scanners Platform, and automation/liquid handling system.

The Technical Support Scientist will be responsible for providing technical 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 customer concern process as needed
• Comply with company processes, including complaint handling, that support Agilent's goal of providing extraordinary 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
• Occasionally travel to attend events such as internal Agilent training classes and customer service call shadowing

Qualifications

• Bachelor's in Molecular Biology or scientifically related field with 2+ years; Master's or PhD in Molecular Biology or related field; Combination of education and experience will be considered
• 2 + years of lab experience
• Prior experience with any of the instruments for sample QC (Bioanalyzer, TapeStation, Fragment Analyzer), microarray (SureScan), qPCR (AriaMx) or automation (liquid handlers) is ideal but not a must
• Experience with Next Generation Sequencing (NGS) workflow preferred
• Previous customer-facing experience preferred

The US pay range for this full-time position is $31.31 - $57.72/hr, plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum new hire pay for the position across the relevant US locations. 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. Additional details are available at: https://careers.agilent.com/locations/americas/united-states/

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Pay Range

$31.31-$57.72

The salary range for this position may differ based on your actual work location.

Eligible for Company Car

No

Benefits in Brief

Option to Work Remote

Yes

Travel Required

Occasional

Schedule

Schedule:Full time

Shift

Day

Duration

No End Date

Job Function

Services & Support