Product Support Scientist

Job Description

Agilent encourages and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Want more information on Agilent? Check out www.agilent.com!

Our Agilent site in Waldbronn, close to Karlsruhe, is seeking a qualified Product Support Scientist (m/f/d) within Support Engineering for our Automated Electrophoresis product lines. This full-time, multifaced position would be responsible for providing post-sales support and developing product support content for the TapeStation system software, particularly focusing on RuO, 21 CFR Part 11 compliant, and clinical device software offerings.

Primary responsibilities:

• Providing 3rd level support for Agilent’s Sales & Service organization to actively help resolve customer problems primarily related to TapeStation software but also hardware and applications
• Manage formal escalation processes and use in-depth technical or scientific knowledge and product expertise to resolve them
• Writing and updating user information for existing products as well as for new product introduction (NPI) projects
• Support lead in cross functional NPI projects, interacting with marketing, R&D, manufacturing, quality/regulatory, and project management functions
• Ensures product support and user information plan is developed, implemented, and maintained
• Develop and deliver technical training to Agilent technical support teams, such as field service and remote service engineers
• May develop tools for tracking and reporting statistics on support related data

Qualifications

• University degree in molecular biotechnology, bioinformatics or related fields
• Proficient experience in the above-mentioned areas
• Hands-on troubleshooting experience with the TapeStation, Bioanalyzer or Fragment analyzer hardware and software is highly desired
• Proven record of delivering technical information and training to diverse audiences
• Excellent oral and written communication skills in English; German is beneficial.

What will make you standout:

• Experience with 21 CFR Part 11 compliant software

• Experience with clinical device products within an ISO 13485 environment

• Experience in direct customer or Tier 3 support

• Familiarity with concept of Support Engineering

• Skills in Matlab, PowerBI and statistical analysis

On a personal level you have a positive, customer focused demeanor and your communication is clearly and in a respectfully and timely manner. In addition, you are a great teammate and like to work in a culturally diverse scientific, engineering and business environment.

We offer:

• Competitive compensation and benefits package (yearly company bonus, pension scheme, medical & life insurance…)
• Hybrid position with normally Monday + Friday working remotely
• Exciting and inspiring projects in a dynamic collaborative team
• A working environment with a multitude of possibilities for professional training and career development in an international company
• Work-Life-Balance is encouraged
• Training on the job in a motivated, dynamic team
• Permanent contract in a fast-growing global company

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required

Occasional

Schedule

Schedule:Full time

Shift

Day

Duration

No End Date

Job Function

Marketing