Remote Technical Support Engineer

Agilent Technologies, Inc. Shanghai, Shanghai

About the Job

  • Provides online technical support and troubleshooting for customers using genomics and sample QC instrument product lines (such as 2100 Bioanlyzer, Tapestation, Fragment analyzer, QPCR etc).
  • Answer and Manage customer inquiries by phone, and document according to QMS procedures login and record it correctly in system
  • Work as first tier support for solving and answering basic technical issues through phone and email
  • Classify customer inquiry and deliver it to next level support
  • Assist with customer notifications, goodwill replacements or other administrative support processes
  • Work closely with Application Engineer and for delivering support to customer
  • COE lab daily management and assisting Application Engineer delivering demo/training to customer (if possible