Remote Engineering Manager - Service Contact Center

Responsibilities

• Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels (Associate → Master)
• Build a sustainable talent 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 continuous 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, and digital channels
• Partner with Field Service and Scheduling teams to ensure seamless customer handoffs
• Oversee support for Agilent's instrument 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 knowledge management (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 revenue and commercial success
• Drive process improvement and transformation
• Ensure cross functional collaboration

Requirements

• 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 SAP CRM, C4C, Sinch or similar tools preferred.
• Additional Details
• 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.

Benefits

Additional Information

Job Description Agilent is seeking a Remote Engineering Manager to lead a team of Remote Service Engineers (RSEs) responsible for delivering high-quality remote technical and application support across Agilent's instrument and software portfolio. This role drives customer satisfaction, operational excellence, and revenue growth by enabling fast, accurate issue resolution while developing a high-performing, globally aligned team. The manager operates within Agilent's Customer Service Organization (CSO), supporting Online Technical Support (OTS) functions and partnering closely with Field Service Engineers (FSEs), Scheduling, and Commercial teams.

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Company Intel

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