Ihc Pathology

The Technical Service Representative (TSR) will be providing remote and on-site Customer Technical Support. This includes handling customer complaints and inquiries in compliance with Global Complaint Handling Process. You will provide accurate and fast 1st and 2nd line technical support to customers, and FSE (Field Service Engineer) and Sales for products within the Pathology portfolio in local area as well as support for AFO Canada region. Provide pro-active actions, including required administrative tasks, that result in a timely and cost-effective problem resolution to meet customer expectations and according to contract and trade customers.

Job Responsibilities:

- Utilize the SAP CRM (Customer Relationship Management) to ensure tracking of incoming customer requests and documentation of call handling, collaborating closely with the QA investigators team to reach regulatory reporting requirements.
- Work with other parts of the organization (Field Service Engineering, Sales, Technical Excellence and QA Complaints team) to resolve and escalate customer issues.
- Responsibility to follow the Complaint Handling procedure as per QMS 17 and W13002.
- Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.
- Conducts demonstrations to showcase our state of the art instrumentation and workflow solutions.
- Works with field service team to diagnose and fix field instruments when needed. Assists the sales team in presenting total solutions that meet the customer's needs and expectations.
- Prepares and presents technical presentations to customers.

LI-TH1

**Qualifications**:

- Bachelors in science, MLT or equivalent experience.
- Bilingual in English and French.
- 4+ years of experience in a broad range of pathology analytical techniques, including IHC, special stain, FISH, primary staining, etc.
- Excellent remote diagnostics and troubleshooting skills.
- Computer and software literate.
- Ability to travel up to 75%

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.

**Option to Work Remote**: Yes

**Travel Required**: 75% of the Time

**Schedule**: Schedule:Full time

**Shift**: Day

**Duration**: No End Date

**Job Function**: Sales