Channel Assist Engineer

This is a fully remote position, open to applicants in Connecticut, +6 more states.

📋 Description

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

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

• Handle PLXB escalations by identifying the issue, assembling the escalation team, and facilitating the process for swift customer resolution.

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

• Conduct technical training sessions as a Certified Instructor.

• Provide feedback from the field to the product line.

• Visit customer locations to assist in issue resolution when necessary.

⛳️ Requirements

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

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

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

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

• A customer-first mindset.

• Proven remote communication skills.

• Demonstrated strong situational leadership.

• Excellent verbal and written communication skills.

• Ability to interact with internal and external customers and collaborate with cross-functional global teams.

• Willingness to travel up to 25% for customer visits, training, meetings, etc.

🏝️ Benefits

• Eligibility for bonus.

• Stock options.

• Comprehensive benefits.

• Flexibility to work remotely.