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Pathology Customer Application Specialist
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Pathology Customer Application Specialist - Western Canada Job Description The CAS – Customer Application Specialist provides remote and on-site customer technical support. This includes handling customer complaints and inquiries in compliance with the Global Complaint Handling Process. You will provide accurate 1st and 2nd line technical support to customers, and to FSE (Field Service Engineers) and Sales for products within the Pathology portfolio in the local area as well as support for the AFO Canada region. You will perform proactive actions, including required administrative tasks, that result in timely and cost-effective problem resolution to meet customer expectations and according to contract and trade customers. Responsibilities Provide 1st and 2nd line support to customers for inquiries and complaints, handling incoming technical support phone calls and emails for the Pathology portfolio. Perform remote failure diagnostics and troubleshooting using remote tools. Utilize SAP CRM to track incoming customer requests and document call handling; collaborate with QA investigators to meet regulatory reporting requirements. Work with Field Service Engineering, Sales, Technical Excellence and QA Complaints teams to resolve and escalate customer issues. Follow the Complaint Handling procedure per QMS 17 and W13002. Adhere to Agilent Technologies Standards of Business Conduct. Conduct demonstrations to showcase instrumentation and workflow solutions. Provide pre-sales technical and applications assistance in response to inquiries on Agilent\'s pathology product line. Collaborate with Account Managers and Product Specialists to provide customers with application and technical support. Deliver customer consulting remotely and at customer sites, including routine operation, troubleshooting, maintenance of instruments, and applications. Work with the field service team to diagnose and fix field instruments as needed; assist the sales team in presenting total solutions that meet customer needs. Prepare and present technical presentations to customers. Conduct training courses on routine operation, maintenance and application development at customer sites, and assist the service team in difficult customer site situations. Qualifications Bachelor\'s degree in science, MLT or equivalent experience. 4+ years of experience in pathology analytical techniques (e.g., IHC, special stain, FISH, primary staining). Excellent remote diagnostics and troubleshooting skills; computer and software literate. Ability to travel up to 75%. Additional Details This is a full-time position with the option to work remotely. The full-time equivalent pay range is CAD $95,184.00 – $156,161.00 per year, plus eligibility for bonus, stock and benefits. Pay ranges are determined by role, level and location; individual pay is affected by location and job-related skills, experience, and education. Travel Required: 50% of the time Shift: Day Duration: No End Date Job Function: Services & Support #J-18808-Ljbffr
