Job Description The CAS – Customer Application Specialist will be providing remote and on-site Customer Technical Support. This includes handling customer complaints and inquiries in compliance with Global Complaint Handling Process. You will provide accurate and fast 1st and 2nd line technical support to customers, and FSE (Field Service Engineer) and Sales for products within the Pathology portfolio in local area as well as support for AFO Canada region. Provide pro-active actions, including required administrative tasks, that result in a timely and cost-effective problem resolution to meet customer expectations and according to contract and trade customers. Job Responsibilities: Provide 1st and 2nd line support to customers for support inquiries and complaints, directly handling incoming Technical Support phone calls, e-mail, etc. for the Pathology portfolio. Carry out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools. Utilize the SAP CRM (Customer Relationship Management) to ensure tracking of incoming customer requests and documentation of call handling, collaborating closely with the QA investigators team to reach regulatory reporting requirements. Work with other parts of the organization (Field Service Engineering, Sales, Technical Excellence and QA Complaints team) to resolve and escalate customer issues. Responsibility to follow the Complaint Handling procedure as per QMS 17 and W13002. Ensures all working relationships follow Agilent Technologies Standards of Business Conduct. #LI-TH1 Conducts demonstrations to showcase our state of the art instrumentation and workflow solutions. Provides pre-sales technical and applications assistance in response to customer inquiries on Agilent's pathology product line. Works with Account Managers and Product Specialists to provide customers with application and technical support. Delivers customer consulting remotely and at the customer site. This includes routine operation, troubleshooting, maintenance of the instrument, and applications. Works with field service team to diagnose and fix field instruments when needed. Assists the sales team in presenting total solutions that meet the customer's needs and expectations. Prepares and presents technical presentations to customers. Conducts training courses including routine operation, maintenance and application development at a customer site as well as works with the service team to work through difficult customer site situations. Qualifications Bachelors in science, MLT or equivalent experience. 4+ years of experience in a broad range of pathology analytical techniques, including IHC, special stain, FISH, primary staining, etc. Excellent remote diagnostics and troubleshooting skills. Computer and software literate. Ability to travel up to 75% Additional Details This job has a full time weekly schedule. It includes the option to work remotely. The full-time equivalent pay range for this position is $95,184.00 - $156,161.00/yr CAD 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/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: 50% of the Time Shift: Day Duration: No End Date Job Function: Services & Support Graduate and Student Career Site Visit our career site and learn more about Agilent Watch our video playlist to get a glimpse of life at Agilent! As a global leader in laboratory and clinical technologies, we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. Leveraging more than 50 years of expertise, we create advanced instruments, software, and consumables supported by teams of highly skilled and knowledgeable people. With 18,000 employees around the world, our global reach and comprehensive solutions provide the most reliable and accurate results, as well as optimal scientific, economic, and operational outcomes. We work collaboratively with our customers on their journey to make a real difference in human lives. Our culture is founded on trust, respect, and uncompromising integrity, and we pride ourselves on being a dynamic and inclusive workplace that celebrates diversity and fosters innovation. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at Agilent.com.
