remote
Engineering Manager, Remote Service Center - Agilent Technologies
Engineering Manager
Lead a global team of Remote Service Engineers delivering high‑quality technical and application support for instrumentation and software, driving customer satisfaction, operational excellence, and revenue growth.
About the role
Key Responsibilities
- Lead, mentor, and develop a distributed team of Remote Service Engineers, fostering a high‑performance culture aligned with global service standards.
- Oversee end‑to‑end remote technical support for a portfolio of scientific instruments and associated software, ensuring rapid, accurate issue resolution.
- Collaborate with Field Service Engineers, scheduling, and commercial teams to coordinate resources, prioritize cases, and optimize service delivery workflows.
- Drive continuous improvement initiatives using Agile practices, metrics, and customer feedback to enhance service quality and operational efficiency.
- Manage service level agreements, track key performance indicators, and report on customer satisfaction and revenue impact.
Requirements
- 5+ years of experience leading technical support or engineering teams in a remote or globally distributed environment.
- Strong background in scientific instrumentation and software applications, with hands‑on troubleshooting expertise.
- Proven ability to implement Agile processes, drive operational excellence, and improve service metrics.
- Excellent communication and stakeholder management skills, capable of influencing cross‑functional partners.
- Bachelor’s degree in Engineering, Computer Science, or related field; advanced degree preferred.
Skills
autocadsapprocess improvement