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California, United States
Remote only
A Channel Assist Engineer works in the Global Service Channel Assist group and provides remote technical support to customer-facing teams, including Field Service Engineers (FSEs), Agilent Service Providers (ASPs) and Remote Support Engineers (RSE) agents. This includes reactive actions that result in a timely and cost-effective problem resolution for customer and proactive
preventive actions, in support of Agilent’s product portfolio.
Primary responsibilities include:
Providing remote technical support to FSEs working with BioTek (PLXB) Cell Analysis products
Managing PLXB escalations, which includes defining the problem, assembling the escalation team, and driving the process to quick resolution for the customer
Knowledge management, which includes capturing key information from support interactions, creating reusable content, and publishing articles to the Internal Knowledge Base (IKB) to promote FSE and RSE self-help
Additional responsibilities may include:
Teaching technical training courses as a Certified Instructor (CIP)
Providing voice-of-the-field feedback to the product line
Visiting customer sites to help resolve issues when required
We are looking someone who is:
Experienced in customer support or operation of BioTek (PLXB) systems
Interested in assisting others with technical problems
Self-motivated and team oriented
Customer-focused and capable of maintaining customer focus throughout the support interaction
Bachelor’s or master’s degree or equivalent
8+ years of relevant experience supporting and/or using BioTek Cell Analysis products
Ability to operate within an interrupt-driven environment
A customer-first attitude
Demonstrated good remote communication skills
Demonstrated good situational leadership
Strong verbal and written communication skills with the ability to interface with internal and external customers and cross-functional global teams
Ability to travel up to 25% (customers visits, training, meetings, etc.)
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least September 1, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $50.62 - $84.62/hr plus eligibility for bonus, stock and benefits. 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/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.
