Customer Support Specialist

2 maanden geleden

Amsterdam, Noord-Holland, Nederland Agilent Voltijd

About the Role:

We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Agilent. As a key member of our support team, you will be responsible for providing technical assistance and support to our customers, ensuring their instruments and systems are running smoothly and efficiently.

Key Responsibilities:

  • Install and optimize hardware and software products and configurations at customer sites.
  • Respond to internal and external customer needs by providing repair, installation, upgrade, preventive maintenance, and qualification activities on Liquid Chromatography (LC) and Mass Spectrometry (LC/MS) systems.
  • Diagnose and resolve product performance problems.
  • Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
  • Communicate with manager and sales teams to ensure customer needs and expectations are clearly understood and met.
  • Maintain Agilent's customer service reputation by complying with all corporate policies and procedures.
  • Provide feedback to the Product Specialists, manufacturing, or OEM vendors concerning performance anomalies encountered. Utilize the complaint handling system as required.
  • Document time and expenses in a timely manner as required in SAP and other means as requested by manager.
  • Proactively respond to potential equipment issues to prevent unplanned interruption of customers' business.
  • Complete administrative paperwork and computer reports promptly and accurately.
  • Deliver fully integrated solutions, which may include peripherals, communications, operating systems, and applications software.
  • Responsive to customer requests for service and communicate proactively before, during, and after service.
  • Train other field engineers and customers in the solutions.

Requirements:

  • A bachelor's or master's degree in a science field (chemistry, analytical chemistry, biochemistry, biotechnology, or similar).
  • 3+ years of experience in a similar position or experience as an end user.
  • Knowledge of Liquid Chromatography, Mass Spectrometry instrumentation, application, installation, calibration, and validation experience is a plus.
  • Experience with Instrument Software such as OpenLab, ChemStation, MassHunter, or similar a plus.
  • Experience with troubleshooting and problem-solving.
  • Experience with the Agilent solutions is desired but not essential.
  • Verbal and written communication is clear, respectful, and timely.
  • You enjoy traveling and visiting customers.
  • You have a valid driver's license.
  • Travel: 25% - 5 days per week in the field visiting customers.

What We Offer:

We will ensure you get all the training and development opportunities you need to become the best in your field, including learning about new applications and workflows in Agilent's innovative demo facility.

Agilent offers core global benefits to all staff - but in addition to these, the business offers Agilent Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities.

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.

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