Engineering Manager – Service Contact Center

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🤠 Texas – Remote

🤠 Texas – Remote

💵 $111.8k - $209.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👮‍♀️ Software Engineering Manager

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Agilent Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🍽️ Food & Beverage

🏥 Healthcare

💼 Consulting

💰 $500M Post-IPO Debt on 2019-09

Food & Beverage • Healthcare • Consulting

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 • Build a sustainable talent pipeline through entry-level growth, internal promotion, and expert retention • Drive employee engagement, retention, and career progression • Establish performance expectations and conduct coaching, case reviews, and development planning • Ensure timely and effective remote resolution of hardware, software, and application issues • Improve case resolution time, first-time fix rates, and customer satisfaction/CX feedback • Ensure consistent 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, software platforms, applications, and workflows • Drive knowledge management through IKB, documentation, and standard solutions • Own team performance against key KPIs • Ensure consistent CRM usage and case documentation standards • Identify trends and implement corrective actions • 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 • Proven skills in leading/managing the execution of processes, projects, and tactics • Experience with SAP CRM, C4C, Sinch, or similar tools preferred • Experience supporting hardware troubleshooting, software diagnostics, and scientific applications • Ability to lead Remote Service Engineers across multiple skill levels • Ability to work with Agilent’s instrument and software portfolio • Ability to drive KPI performance, CRM usage, and case documentation standards

🏖️ Benefits

• Eligibility for bonuses • Eligibility for stock • Benefits • Option to work remotely • Inclusive workplace • Disability assistance throughout the application or interview process