Remote Technical and Applications Support - Cell Analysis
About the role
Provide customers with post-sales technical and applications support on Agilent Seahorse solutions, cell culture and flow cytometry. Responsible for providing technical support remotely by phone, email, live webchat, and other remote support tools, understanding customers' problems, recommending solutions, and ensuring their satisfaction.
Responsibilities
- 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
Qualifications
- Bachelor's or Master's Degree in Life Sciences or a related discipline (Biology, Biochemistry, Biotechnology)
- 4+ years of hands-on laboratory experience with Seahorse platforms is required
- Hands on experience with flow cytometry and knowledge in metabolism data analysis is preferred
- Experience with BioTek instruments and related applications is a plus and will be beneficial as the scope of support may expand to include these technologies in the future
- Full proficiency in French would be helpful
- A first customer-facing experience would be a strong plus
Location
Preferred location is Lexington, Massachusetts, with La Jolla, California as a secondary preferred location. Qualified candidates elsewhere within the United States will also be considered.
Schedule
Full time weekly schedule with remote work option.
Pay
$43.12 - $80.84/hr plus eligibility for bonus, stock and benefits. Individual pay determined by work location and additional factors including job-related skills, experience, and relevant education or training.