Technical Support Engineer - Lab Informatics

Agilent; Cheadle; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Career development opportunities

Competitive compensation and benefits

Work-Life-Balance programs

Company pension scheme

Private health care

Training and development opportunities

Job summary

Agilent Technologies Inc. in Manchester (Cheadle) seeks a Technical Support Engineer to troubleshoot and resolve software issues across client/server and standalone PC configurations.

You will handle remote diagnostics, instrument control, data analysis, and occasional site visits for installations and servicing. The role emphasizes customer focus, flexible travel, and proactive problem-solving within a collaborative team environment.

Qualifications

• Bachelor, Master or PhD in Chemistry or Life Science with IT/software skills.
• Experience with Agilent software (OpenLab, ChemStation) is an advantage.
• Experience in analytical techniques with laboratory environment.
• Excellent communication and customer service skills.
• Excellent remote troubleshooting skills.
• Structured, organised approach to work with attention to detail.
• Ability to balance customer needs with Agilent's business requirements; independent work style.

Responsibilities

• Provide high level reactive and proactive technical services for Agilent's software products.
• Be part of a team of 15 remote technical engineers based in Cheadle.
• Remote troubleshoot on software, hardware and applications.
• Support problem resolution to optimise uptime of customer systems.
• Occasionally visit customer sites for installations, repairs and servicing.

Skills

Remote troubleshooting

Customer service

Communication

Organisational skills

Independent working

Attention to detail

Education

Bachelor/Master/PhD in Chemistry or Life Science

Tools

OpenLab

ChemStation

Job description

Job DescriptionAgilent 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

Qualifications

• 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

What We Offer:

• Outstanding company culture and working environment.
• Career development opportunities.
• Competitive compensation and benefits package.
• Work-Life-Balance programs.
• Company pension scheme.
• Private health care.
• A position within an international organization, offering a multifaceted 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!

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required: 10% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support