Remote Applications Specialist (m/f) - Diagnostics

Agilent Technologies, Inc. Leuven, Vlaams B

About the Job

To strengthen our team, we are looking for a Remote Applications Specialist for our Diagnostics product line to support our France & Benelux Customers. The position can be based in Leuven or in Les Ulis.

You will work closely together with the local Work Load Administrator who is also based in the same site. You are both part of an international team based in different European locations and will therefore have a strong international team to support you. You work closely together with the local teams of Field Service Engineers, Application Specialists, Sales Teams and Quality Assurance:

Your Responsibilities:

  • Provide first-line Tier 1& 2 support to external customers and Agilent Customer Engineers for a defined range of Hardware (HW), Software (SW), Reagent products and solutions, by directly accepting incoming Technical Support phone calls, e-mail, FAX, Web chat
  • Carry out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools, such as remote connections (e.g. via intelligent services or WebEx)
  • Supports the work load administrator in selecting and managing the required resources for on-site activities/support
  • Reactive and pro-active actions that result in a timely and cost effective problem resolution with the objective to meet contractual agreements
  • Responsibility to follow the Complaint Handling procedure
  • Utilize the CRM system on a routine base to ensure tracking of incoming customer requests and documentation of call handling (e.g. time spend, agreements with customers, attachment of information, etc)
  • Work with other parts of the organization to resolve and escalate customer issues
  • Report product problems and quality problems to the appropriate product divisions & technical support group manager