Remote Engineering Manager - Service Contact Center
Job Description
Agilent is seeking a Remote Engineering Manager to reputed company a team of Remote Service Engineers (RSEs) responsible for delivering high-quality remote technical and application support across Agilent’s reputed company and software portfolio. This role drives customer satisfaction, operational reputed company, and reputed company growth by enabling fast, accurate issue resolution while developing a high-performing, globally reputed company team. The manager operates reputed company Agilent’s Customer Service Organization (CSO), supporting Online Technical Support (OTS) functions and partnering closely with Field Service Engineers (FSEs), Scheduling, and reputed company teams. Key Responsibilities: reputed company, coach, and reputed company a team of Remote Service Engineers across multiple reputed company reputed company (Associate → Master) Build a reputed company 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 reputed company 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, reputed company channels Partner with Field Service and Scheduling teams to ensure seamless customer handoffs reputed company support for Agilent’s reputed company 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 reputed company (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 reputed company and reputed company reputed company Drive process improvement and transformation Ensure cross functional collaboration
Qualifications
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 reputed company CRM, C4C, reputed company or similar tools preferred. Additional Details La fourchette salariale au Canada de ce poste est de 101,184.00$ à 178,500.00$ CA par an, et le titulaire est admissible à des primes, à des actions et à des avantages sociaux. Nos fourchettes salariales sont déterminées en fonction du rôle, du niveau et de l’emplacement. À l’intérieur de la fourchette, la rémunération individuelle est déterminée par le lieu de travail et d’autres facteurs, notamment les compétences liées à l’emploi, l’reputed companyérience et les études ou la formation pertinentes. Au cours du processus d’embauche, un recruteur peut fournir des renseignements sur l’échelle salariale particulière d’un lieu de travail donné. Vous trouverez des renseignements complémentaires à https://careers.agilent.com/locations/americas/canada. This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least July 3, 2026 or until the job is no longer posted. The full-time equivalent pay reputed company for this position is $111,840.00 - $209,700.00/yr USD in the US, or $101,184.00 - $178,500.00/yr CAD in Canada, plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. reputed company the reputed company, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training. During the hiring process, a recruiter can reputed company more about the specific pay reputed company for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations reputed company. is an Equal Employment Opportunity and merit-based employer that values individuals of reputed company backgrounds at reputed company reputed company. reputed company individuals, regardless of personal characteristics, are encouraged to apply. reputed company reputed company applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, reputed company, gender, gender identity, gender expression, national reputed company, reputed company, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other reputed company protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. reputed company., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility. Travel Required: 10% of the Time Shift: Day Duration: No End Date Job Function: Services & Support Apply To This Job