Engineering Manager – Service Contact Center

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Agilent Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🔬 Science

🧬 Biotechnology

💊 Pharmaceuticals

💰 $500M Post-IPO Debt on 2019-09

Science • Biotechnology • Pharmaceuticals

Agilent Technologies is a global leader in the field of analytical and laboratory instruments. The company offers a diverse range of products and solutions, including gas and liquid chromatography, mass spectrometry, lab supplies, and software and informatics. Agilent serves various industries, such as biopharma, food and beverage testing, clinical diagnostics, and environmental testing. Additionally, Agilent provides comprehensive services for lab management, maintenance, and instrument repair. They focus heavily on advancing science through sustainable solutions and supporting genomics, pathology, and cancer research with advanced technologies.

📋 Description

• Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels (Associate → Master) • Build a sustainable talent pipeline (entry-level growth, internal promotion, expert retention) • Drive employee engagement, retention, and career progression • Establish clear performance expectations and conduct regular coaching, case reviews, and development planning • Model Agilent Leadership Expectations , fostering a culture of accountability, ownership, and continuous improvement • Ensure timely and effective remote resolution of hardware, software, and application issues • Drive improvements in case resolution time, first-time fix rates, customer satisfaction / CX feedback • Ensure consistent, high-quality customer interactions across phone, email, and digital channels • Partner with Field Service and Scheduling teams to ensure seamless customer handoffs • Oversee support for Agilent’s instrument and software portfolio, including Analytical instrumentation platforms (e.g., LC, GC, spectroscopy, cell analysis, etc.), associated software platforms, applications, and workflows, • Ensure team capability across hardware troubleshooting, software diagnostics, scientific application support • Drive knowledge management (IKB, documentation, standard solutions) • Own team performance against key KPIs • Ensure consistent CRM usage and case documentation standards • Identify trends and implement corrective actions to improve performance • Support revenue and commercial success • Drive process improvement and transformation • Ensure cross functional collaboration

🎯 Requirements

• Bachelor's or master's Degree or University Degree or equivalent plus directly relevant experience as a manager, supervisor and/or individual contributor. • Requires proven skills in leading/managing the execution of processes, projects and tactics. • Experience with SAP CRM, C4C, Sinch or similar tools preferred.

🏖️ Benefits

• admissible à des primes • à des actions • à des avantages sociaux