Job description

Job Description

As a Remote Service Engineer (RSE) in our DGx Global Support Contact Center (GSCC), you will play a crucial role in providing post-sales technical support for our pathology products. Your primary responsibilities will include:

Managing technical support phone lines and handling customer inquiries and complaints.
Providing 1st and 2nd line support to customers via phone, email, and other remote tools.
Performing remote diagnostics and troubleshooting to resolve technical issues.
Collaborating with internal teams (Field Service Engineers, Sales, Technical Excellence, QA Complaints) to ensure timely and effective problem resolution.
Utilizing CRM systems (OneConnect C4C and SAP CRM) to track and document customer interactions.
Participating in quality improvement processes and contributing to the optimization of our service offerings.
Occasionally visiting customers on-site to gain hands-on experience and support sales initiatives.

Qualifications

Education: Master’s, PhD, Medical Laboratory Technologist – Histopathology, or Field Service Engineer with experience in pathology laboratories.
Experience:
- Excellent technical product knowledge and remote troubleshooting skills.
- Experience in a pathology laboratory or similar environment is preferred.
- Proficiency in computer and software applications.
- Strong organizational skills and ability to manage multiple tasks simultaneously.
- Ability to work independently and as part of a team.
- Customer-focused with excellent interpersonal and communication skills.
- Fluency in German and English is required; additional languages (Danish, Dutch, Finnish, French, Italian, Norwegian, Spanish, Swedish) are a plus.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

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.