Technical Phone Support GC GCMS ICPMS- Analytical Instrumentation

Agilent; Nova Scotia; Remote; CAD 78,000 - 122,000; Full time

Job summary

An established industry player is seeking a dedicated Online Technical Support Engineer to provide exceptional remote support for analytical instrumentation. This role offers the chance to engage with customers across Canada and the U.S., solving complex technical issues related to Gas Chromatography and Mass Spectrometry. You will work closely with clients to ensure optimal use of their equipment, while also identifying opportunities for additional sales. With a focus on professional growth, this full-time position offers the flexibility of remote work, making it an ideal opportunity for those passionate about science and technology.

Benefits

Bonuses

Stock Options

Health Benefits

Qualifications

• 5+ years of experience with Agilent analytical instrumentation.
• Strong troubleshooting skills in analytical chemistry.

Responsibilities

• Provide remote technical support for GC and ICP-MS products.
• Identify revenue opportunities through customer engagement.

Skills

Gas Chromatography

Gas Chromatography - Mass Spectrometry (GC/MS)

Inductively Coupled Plasma Mass Spectrometry (ICP-MS)

Troubleshooting Skills

Communication Skills

Time Management

Education

Bachelor's Degree in Chemistry

Master's Degree in Biochemistry

Tools

Agilent Analytical Instrumentation

Remote Diagnostic Tools

Job description

Job Description: Online Technical Support Engineer

This position supports the United States and Canada customer base. Our team operates across four time zones, with work shifts scheduled based on business needs between 8 am - 8 pm ET. This role specifically covers the Eastern Time Zone shift (8 am - 5 pm ET).

As an Online Technical Support Engineer, you will provide remote post-sales technical support and services to external customers and internal field personnel, utilizing remote diagnostic tools. Responsibilities include reactive problem resolution and proactive preventive actions. You will assist customers with questions regarding Gas Chromatography (GC), Gas Chromatography - Mass Spectrometry (GC/MS), and Inductively Coupled Plasma Mass Spectrometry (ICP-MS). For GC/MS, experience with GC/SQ and GC/QQQ is required. Experience with GC/QTOF and ICP-MS is a plus, or candidates should be willing to attend future service training.

Your duties include providing in-depth technical support, remote troubleshooting, consulting, and educational services via telephone, chat, and remote internet platforms. You may support third-party products and occasionally visit customer sites, with occasional travel for training.

You will also engage with customers post-sale to identify further revenue opportunities and generate qualified leads for the sales team.

Qualifications

• Completed coursework for a Bachelor's, Master's, or other university degree in Chemistry, Biochemistry, Biology, Microbiology, or a similar science field is highly preferred. Equivalent education, training, and experience may be considered.
• At least 5+ years of relevant experience with Agilent analytical instrumentation, including hardware, software, and applications.
• Practical experience supporting Gas Chromatography and Atomic Spectroscopy products, including GC, GC/MS (SQ + QQQ), ICP-MS.
• Strong troubleshooting skills.
• Ability to prioritize and manage multiple tasks efficiently.
• Excellent verbal and written communication skills.

The salary range in Canada is from CA$78,000 to CA$122,000 per year, with eligibility for bonuses, stock options, and benefits. Salary is determined based on role, level, location, skills, experience, and education. During hiring, recruiters can provide specific salary details for the location.

This is a full-time position with a weekly schedule, offering remote work options. Applications are accepted until at least May 5, 2025, or until the position is filled. Compensation details are available upon request.

Agilent Technologies is an Equal Employment Opportunity employer. We value diversity and encourage all qualified individuals to apply, regardless of personal characteristics. We are committed to supporting candidates with disabilities. For assistance or inquiries, please contact us at [phone] or email.