Online Technical Support Engineer – Microplate Instruments (Biotek)

MiE GmbH; Cheadle; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking an Online Technical Support Engineer to provide exceptional post-sales support for microplate instruments. This role involves troubleshooting technical issues, documenting customer interactions, and collaborating with internal teams to enhance customer satisfaction. Ideal candidates will have a background in Life Sciences, hands-on laboratory experience, and excellent communication skills. With opportunities for career development and a supportive company culture, this position promises a dynamic work environment and the chance to make a real impact.

Benefits

Permanent Contract

Outstanding Company Culture

Career Development Opportunities

Company Pension Scheme

Yearly Company Bonus

Private Health Care

Stock Purchase Plan

Medical & Life Insurance

Qualifications

• University degree in Life Sciences required.
• Significant hands-on laboratory experience with instrumentation.

Responsibilities

• Investigate and answer technical questions related to instruments.
• Document customer interactions and follow up on support cases.

Skills

Customer Support

Technical Troubleshooting

Problem Solving

Communication Skills

Interpersonal Skills

Education

University Degree in Life Sciences

Tools

Microplate Readers

Cell/Tissue Imaging

Liquid Handling Instruments

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.

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 for these products remotely by phone, email, live webchat, and other remote support tools understanding customers’ problems, recommending solutions to meet their needs, and ensuring their satisfaction.

Online Technical Support Engineer – Microplate Instruments (Biotek)

Your main responsibilities will be:

• 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

This role can be based either in our offices in Cheadle (UK) or Barcelona (Spain), where partial remote work would be an option (hybrid model). We are however also open to candidates located in Europe where Agilent has an entity and working fully remotely.

Qualifications:

We are looking for a motivated individual with the following background:

• University Degree in Life Sciences (Biology, Biochemistry, Biotechnology, Chemistry…)
• Significant hands-on laboratory experience with instrumentation such as microplate readers, cell/tissue imaging and/or liquid handling
• Full proficiency in English is required
• Knowledge of German/French/Spanish would be a plus
• A first customer-facing experience would be a strong plus

On a personal level, you are autonomous, outgoing and customer focused. You also have excellent interpersonal and communication skills to interact with external and internal partners. You enjoy helping others and solving problems. Whilst being flexible and adaptable, you also have strong planning, organizational and time management skills.

We offer:

• Permanent Contract
• Outstanding company culture
• Career development opportunities
• Company pension scheme, yearly company bonus, private health care, stock purchase plan, medical & life insurance
• A position within an international organisation, offering a dynamic working environment, with exciting challenges and opportunities

We will make sure you get all the training and development opportunities you need to become the best in your field!