Channel Assist Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Deliver remote technical assistance to customer-facing teams, including Field Service Engineers, Agilent Service Providers, and Remote Support Engineers.

• Offer remote technical support to Field Service Engineers utilizing BioTek (PLXB) Cell Analysis products.

• Oversee PLXB escalations by identifying the issue, assembling the escalation team, and ensuring prompt resolutions.

• Gather essential information from support interactions, develop reusable content, and publish articles to the Internal Knowledge Base.

• Conduct technical training courses as a Certified Instructor.

• Provide feedback from the field to enhance the product line.

• Travel to customer sites to assist in issue resolution when necessary.

⛳️ Requirements

• Bachelor’s or master’s degree, or equivalent qualification.

• Over 8 years of pertinent experience in supporting and/or utilizing BioTek Cell Analysis products.

• Background in customer support or operation of BioTek (PLXB) systems.

• Capability to function effectively in an interrupt-driven environment.

• Customer-centric mindset.

• Proven strong remote communication abilities.

• Demonstrated situational leadership skills.

• Excellent verbal and written communication skills.

• Ability to engage with both internal and external customers as well as cross-functional global teams.

• Willingness to travel up to 25%.

🏝️ Benefits

• Eligibility for bonuses.

• Stock eligibility.

• Comprehensive benefits package.

• Option to work remotely.