C.I.F.L Comité Interprofessionnel des Fournisseurs du laboratoire CIFL

Remote Applications Specialist (m/f) - Diagnostics


3 Avenue du Canada, 91970 Les Ulis, France
91970 LES ULIS

Descriptif de l'annonce:

Domaine : Fabricant/distributeur de matériels/réactifs

To strengthen our team, we are looking for a Remote Applications Specialist for our Diagnostics product line to support our France & Spain Customers. The position can be based in Les Ulis or Barcelona.

You will work closely together with the local Work Load Administrator who is also based in the same site. You are both part of an international team based in different European locations and will therefore have a strong international team to support you. You work closely together with the local teams of Field Service Engineers, Application Specialists, Sales Teams and Quality Assurance:

Your Responsibilities :

  • Provide first-line Tier 1& 2 support to external customers and Agilent Customer Engineers for a defined range of Hardware (HW), Software (SW), Reagent products and solutions, by directly accepting incoming Technical Support phone calls, e-mail, FAX, Web chat
  • Carry out remote failure diagnostics and troubleshooting, utilizing remote troubleshooting skills and tools, such as remote connections (e.g. via intelligent services or WebEx)
  • Supports the work load administrator in selecting and managing the required resources for on-site activities/support
  • Reactive and pro-active actions that result in a timely and cost effective problem resolution with the objective to meet contractual agreements
  • Responsibility to follow the Complaint Handling procedure
  • Utilize the CRM system on a routine base to ensure tracking of incoming customer requests and documentation of call handling (e.g. time spend, agreements with customers, attachment of information, etc)
  • Work with other parts of the organization to resolve and escalate customer issues
  • Report product problems and quality problems to the appropriate product divisions & technical support group manager

Your Profile :

  • Bachelor's, Master's or University Degree in Biology, Biochemistry, Molecular or a related Biomedical science
  • A minimum of 2 years' relevant experience in the same role or within a cancer diagnostics/pathology environment
  • Excellent technical product knowledge, including system operation, in the assigned area of responsibility; preferably scientific laboratory experience or application/Field Service experience
  • Excellent remote diagnostics and troubleshooting skills
  • Computer and software literate
  • Demonstrate a structured work approach; ability to work on and complete simultaneously several short term activities
  • Ability to work in an interrupt driven environment
  • Effective interpersonal skills
  • Ability to work independently without direct supervision
  • Effective written and verbal communication skills in English, French and Spanish.

We offer :

  • Company pension scheme
  • Work-Life-Balance programs
  • Career development opportunities

Agilent Technologies -- we stand for high-tech and laboratory expertise around the world. As a worldwide company based in Santa Clara (California/USA), in the heart of Silicon Valley, we offer instruments, software, services and supplies for the entire workflow in the analytical laboratory. Our solutions and products are used among other things for the development of new drugs, for food testing, in cancer research and in doping control. We inspire discoveries that advance the quality of life.

Contact :

Mr REKA Szabo

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