IHC Pathology - Customer Application Specialist

Description

The Technical Service Representative (TSR) 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.

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.

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Qualifications

Bachelors in science, MLT or equivalent experience.

Bilingual in English and French.

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%

The Canada pay range for this full-time position is 123, 205,; / yr CAD, plus eligibility for bonus, stock and benefits.

Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum new hire pay for the position across the relevant Canada locations.

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. Additional details are available at : .

La fourchette salariale au Canada de ce poste à temps plein est de 123, $ à 205, $ CA par an, et le titulaire est admissible à des primes, à des actions et à des avantages sociaux.

Nos fourchettes salariales sont déterminées en fonction du rôle, du niveau et de l’emplacement. La fourchette affichée sur chaque offre d’emploi reflète le salaire minimum et maximum des nouveaux employés pour le poste dans les différents lieux de travail au Canada.

À l’intérieur de la fourchette, la rémunération individuelle est déterminée par le lieu de travail et d’autres facteurs, notamment les compétences liées à l’emploi, l’expérience et les études ou la formation pertinentes.

Au cours du processus d’embauche, un recruteur peut fournir des renseignements sur l’échelle salariale particulière d’un lieu de travail donné.

Vous trouverez des renseignements complémentaires à .

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.

Option to Work Remote

Travel Required

75% of the Time

Schedule

Schedule : Full time

Shift

Duration

No End Date

Job Function

Sales