Remote Support Engineer (Chemist, Pharmacist or Engineer) 

Job Description

Agilent is dedicated to inspiring and supporting discoveries that enhance the quality of life.

We provide life science, diagnostics, and applied market laboratories around the globe with instruments, services, consumables, applications, and expertise.

Our solutions enable Customers to obtain the answers and insights they need to excel in their work and positively impact the world. For more information, visit www.agilent.com.

If you're ready to challenge your knowledge and skills, join our team that provides remote diagnostics, support, technology assistance, and technical services to our Customers.

As part of our team, you'll learn to assist with technical issues, clarify and analyze Customer situations, and deliver effective resolutions and results.

As a Remote Support Engineer, you will support Brazil-based customers requesting hardware, software, and applications on Gas Chromatography (GC & GC-MS), Liquid Chromatography (HPLC), and related software, products, and solutions. As an active team member, you will provide remote post-sales technology support and technical services to external Customers utilizing remote diagnostic capabilities.

This includes reactive actions that result in timely, cost-effective problem resolution for Customers, as well as proactive preventive actions.

You will leverage post-sales interactions with Customers to probe and qualify further revenue opportunities, providing highly qualified leads to sales.

Key responsibilities include

Using your knowledge/expertise to deliver quality and timely responses to our Customer requests for technical assistance on GC, GC-MS and HPLC systems. Providing phone support in problem solving and technical support for our Customers. The successful candidate must possess a thorough understanding of Microsoft Windows Products (Windows 11 & etc.). MSD Chemstation, EzChrom, Openlab and Masshunter products experience required.

There could be up to 10% travel to Customer sites performing technical work (repairs, installations, consulting) and attending internal Agilent training classes. This position is based on the Agilent Barueri (Alphaville) site in Brazil. It is primarily remote-based, with occasional visits to the office as needed. You are expected to work remotely most of the time, subject to manager approval.

Qualifications

Some key responsibilities of this role can be but aren't limited to:Provide technical support through remote means, including phones, email, and chat. Troubleshoot Customers' Agilent hardware and software issues. Consult on Agilent's products and applications. Deliver minor educational services, including e-learning platforms. Select articles for Customer use and discussions. Help navigate a Customer's needs and network with different departments for a positive Agilent experience of service. Leverage post-sales interactions with Customers to explore and qualify further revenue opportunities.

Minimum Education/Experience:Bachelor's degree in Chemistry, Pharmacy, Engineer, or a related field. Excellent verbal and written communication skills in Portuguese and English (mandatory). Basic understanding of Microsoft Windows systems. Typically, at least 2+ years relevant experience in a laboratory setting with Chromatography instruments (preferably Agilent equipment) and TCP/IP networking are a plus.

Key skills to be successful in this role are:Excellent verbal and written communication. Customer-focused mindset. Logical troubleshooting skills. Teamwork. General proficiency with online tools, systems, and technologies. Willingness to learn and take on challenges.

Knowledge & Application:Possesses theoretical expertise usually obtained through advanced education (and passion) in Instrumental chemical analysis courses at a university. Continuously enhancing professional abilities to utilize that knowledge in a workplace setting. Carries out tasks with specific goals related to their area of expertise. Utilizes problem-solving methods to identify the best course of action within their area of responsibility.

Problem Solving & Complexity:Receives broad guidance on tasks and new projects, with work typically reviewed for precision. Leverages knowledge to find solutions for problems within a defined range. The scope of responsibilities and complexity of tasks expand over time as proficiency increases, requiring less supervision as one advance in their role.

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.

Travel Required

10% of the Time

Shift

Day

Duration

No End Date

Job Function

Services & Support