Remote Engineering Manager - Service Contact Center

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.

Key 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

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 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 August 12, 2026 or until the job is no longer posted.

The full-time equivalent pay range 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. 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/locations

Travel Required: 10% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support