Technical Support Engineer – Lab Informatics
About this role
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.
Join Us in Cheadle (Manchester, UK):
You will join a successful team of Technical Support Engineers providing first class support to our customers utilising a variety of remote diagnostic tools.
Your primary role will be troubleshooting and resolving software issues on customer’s Client/Server and Standalone PC configurations. This will require troubleshooting of PC network communication, instrument control, data analysis and database issues as well as using virtualization software to reproduce problems in-house. You will also be required to provide support on out instrumentation so experience with analytical techniques are required.
You will occasionally be required to visit customer sites for installations, repairs and scheduled services. The candidate must be very customer focussed, confident, flexible and willing to go the extra mile to delight our customers.
What You’ll Do:
You will be providing a high level of reactive and proactive technical services in support of Agilent's product portfolio, primarily software products
You will be part a team of 15 remote technical engineers based in the head office in Cheadle
You will be responsible for remote trouble shooting on software, hardware and applications
You will be providing problem resolution in order to optimize the efficiency and uptime availability of customer systems.
About the Role
60% Office based/40% flexible location (Manchester) with requirements to travel abroad (training) and visit customers (installs, repairs, servicing) – approx. 15 – 20 % of the time
Requirements
- Your Profile:
- Bachelor, Master or PhD in Chemistry or Life Science based area with demonstratable IT/software skills
- Experience with Agilent software (e.g. OpenLab, Chemstation or other instrument control software) is an advantage
- Experience in analytical techniques (e.g. chromatography, mass spectrometry, spectroscopy) along with practical experience, preferably in a laboratory environment
- Excellent communication and customer service skills
- Excellent remote troubleshooting skills
- A clearly demonstrated structured approach to work
- The ability to organise and prioritise your workload effectively
- A strong valuation of processes and the ability to follow them accordingly with strong attention to detail
- The ability to set customer expectations and balance customer requirements with Agilent's business needs
- Independent when working and excellent communication skills