Online Technical Support Engineer – Microplate Instruments (Biotek)

Agilent Technologies; Montpellier; Hybride; EUR 40 000 - 70 000; Plein temps

Résumé du poste

Join a forward-thinking company as an Online Technical Support Engineer, where you'll provide essential post-sales support for cutting-edge microplate instruments. This dynamic role involves troubleshooting technical queries, collaborating with internal teams, and enhancing customer satisfaction. With opportunities for career development and a supportive company culture, you'll thrive in an international environment that values your contributions. If you are autonomous, customer-focused, and enjoy problem-solving, this position is perfect for you.

Prestations

Permanent Contract

Yearly Bonus

Private Healthcare

Pension Scheme

Stock Purchase Plan

Career Development Opportunities

International Working Environment

Qualifications

• Hands-on laboratory experience with instrumentation is essential.
• Full proficiency in English is required, knowledge of other languages is a plus.

Responsabilités

• Provide post-sales technical support via phone, email, and chat.
• Document customer interactions and follow up on support cases.

Connaissances

Technical Support

Problem-Solving

Interpersonal Skills

Communication Skills

Customer Service

Formation

University Degree in Life Sciences

Outils

Microplate Readers

Cell/Tissue Imaging

Liquid Handling

Description du poste

Online Technical Support Engineer – Microplate Instruments (Biotek)

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.

Role Overview

As our next Online Technical Support Engineer – Microplate Instruments (Biotek), your primary focus will be to provide customers with post-sales technical and applications support on microplate reading, cell/tissue imaging, liquid handling, and automation products. You will be responsible for providing technical support remotely via phone, email, live webchat, and other tools, understanding customer issues, recommending solutions, and ensuring satisfaction. More information about Agilent’s Microplate Instruments can be found on our website.

Main Responsibilities:

1. Investigate and answer technical questions related to instrument hardware, software, consumables, and applications.
2. Document customer interactions in support tickets.
3. Follow up on and close support cases promptly, adhering to company processes.
4. Comply with company procedures, including complaint handling.
5. Collaborate closely with field and repair center teams.
6. Provide customer feedback to internal departments like marketing, product support, and sales.
7. Develop technical resources for customers.
8. Occasionally travel for internal training or customer service call shadowing.

This role can be based in our offices in Cheadle (UK) or Barcelona (Spain), with options for partial remote work (hybrid model). We are also open to candidates located elsewhere in Europe working fully remotely.

Qualifications:

• University Degree in Life Sciences (Biology, Biochemistry, Biotechnology, Chemistry, etc.)
• Hands-on laboratory experience with instrumentation such as microplate readers, cell/tissue imaging, or liquid handling.
• Full proficiency in English is required.
• Knowledge of German, French, or Spanish is a plus.
• Customer-facing experience is advantageous.

On a personal level, you are autonomous, outgoing, and customer-focused. You possess excellent interpersonal and communication skills, enjoy helping others, and are skilled in problem-solving. You are flexible and adaptable, with strong planning, organizational, and time management skills.

We Offer:

• Permanent Contract
• Outstanding company culture
• Career development opportunities
• Benefits including pension scheme, yearly bonus, private healthcare, stock purchase plan, and insurance
• An international working environment with exciting challenges and growth opportunities

We ensure you receive all necessary training and development to excel in your role!

Additional Details:

This is a full-time position with options for remote work. Pay ranges are role, level, and location-dependent, with specifics shared during hiring. Pay and benefits details by country are available at this link.

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected categories.

Travel Required: Occasional

Shift: Day

Duration: No End Date

Job Function: Services & Support