A Channel Assist Engineer works in the Global Service Channel Assist group and provides remote technical support to customer-facing teams, including Field Service Engineers (FSEs), Agilent Service Providers (ASPs) and Remote Support Engineers (RSE) agents. This includes reactive actions that result in a timely and cost-effective problem resolution for customer and proactive
preventive actions, in support of Agilent’s product portfolio.
Primary responsibilities include:
Providing remote technical support to FSEs working with BioTek (PLXB) Cell Analysis products
Managing PLXB escalations, which includes defining the problem, assembling the escalation team, and driving the process to quick resolution for the customer
Knowledge management, which includes capturing key information from support interactions, creating reusable content, and publishing articles to the Internal Knowledge Base (IKB) to promote FSE and RSE self-help
Additional responsibilities may include:
Teaching technical training courses as a Certified Instructor (CIP)
Providing voice-of-the-field feedback to the product line
Visiting customer sites to help resolve issues when required
We are looking someone who is:
Experienced in customer support or operation of BioTek (PLXB) systems
Interested in assisting others with technical problems
Self-motivated and team oriented
Customer-focused and capable of maintaining customer focus throughout the support interaction
Bachelor’s or master’s degree or equivalent
8+ years of relevant experience supporting and/or using BioTek Cell Analysis products
Ability to operate within an interrupt-driven environment
A customer-first attitude
Demonstrated good remote communication skills
Demonstrated good situational leadership
Strong verbal and written communication skills with the ability to interface with internal and external customers and cross-functional global teams
Ability to travel up to 25% (customers visits, training, meetings, etc.)
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 September 2, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $50.62 - $94.90/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, 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 basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., 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 TimeShift: DayDuration: No End DateJob Function: Services & SupportSkills Required
- Bachelor's or master's degree or equivalent
- 8+ years of relevant experience supporting and/or using BioTek Cell Analysis products
- Ability to operate within an interrupt-driven environment
- Customer-first attitude
- Demonstrated good remote communication skills
- Demonstrated good situational leadership
- Strong verbal and written communication skills
- Ability to interface with internal and external customers and cross-functional global teams
- Ability to travel up to 25%
Agilent Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Agilent Technologies and has not been reviewed or approved by Agilent Technologies.
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Retirement Support — The core U.S. package highlights a generous 401(k) match as a strength. Retirement programs are positioned as competitive within the company’s total rewards.
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Equity Value & Accessibility — An Employee Stock Purchase Plan at a discount provides accessible equity and augments total compensation. Ownership opportunities are presented as a notable advantage alongside retirement benefits.
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Leave & Time Off Breadth — Flexible Time Off, company holidays, a personal holiday, and paid volunteer time create a broad leave offering. Time off can accrue into multiple weeks in the first year, supporting flexibility.
Agilent Technologies Insights
What We Do
Analytical scientists and clinical researchers worldwide rely on Agilent to help fulfill their most complex laboratory demands. Our instruments, software, services and consumables address the full range of scientific and laboratory management needs—so our customers can do what they do best: improve the world around us. Whether a laboratory is engaged in environmental testing, academic research, medical diagnostics, pharmaceuticals, petrochemicals or food testing, Agilent provides laboratory solutions to meet their full spectrum of needs. We work closely with customers to help address global trends that impact human health and the environment, and to anticipate future scientific needs. Our solutions improve the efficiency of the entire laboratory, from sample prep to data interpretation and management. Customers trust Agilent for solutions that enable insights...for a better world.
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