Job Description • 为安捷伦 LCMS 相关产品提供售前技术支持及样品分析服务。 • 基于安捷伦LCMS 相关产品，为满足客户需求和期望，开发应用方法和解决方案。 • 深耕负责行业的复杂样品分析，如食品、制药、材料、科研等行业。 • 理解客户面临的挑战，提供合适的解决方案，提升客户满意度。 • 为销售团队提供技术支持，包括培训、解答技术和应用方面的问题等。 • 在研讨会、讲座和会议中进行技术分享。 Qualifications • 硕士及以上学历，拥有 5 年以上 LCMS 使用经验。 • 具有分析科学或相关行业的技术支持经验优先。 • 具备出色的演讲能力、沟通能力和客户交流技巧。 • 具备良好的人际沟通能力和跨团队合作能力。 • 能接受较高频率的出差。 Additional Details This job has a full time weekly schedule. It includes the option to work remotely. 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 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. Travel Required: 75% of the Time Shift: Day Duration: No End Date Job Function: Sales

• Edit and format knowledge base articles to ensure compliance with the Flexera Knowledge Base Style Guide. • Use an AI agent to assist in rewriting and improving article clarity, tone, and structure. • Ensure all articles follow approved templates and maintain consistency in terminology, grammar, and branding. • Collaborate with subject matter experts and the knowledge management team to clarify technical details when needed. • Review and validate AI-generated edits for accuracy and adherence to style guidelines. • Track and document edits in the content management system.

Role Description We are looking for a Technical Writer/Editor who bridges technical communication and knowledge management to create clear and concise service documentation in collaboration with subject matter experts for our global service audience. You will design, develop, and continuously improve service documentation that empowers service engineers, application specialists, and business partners to install, maintain, service, troubleshoot, and upgrade our technologies safely and effectively. This role sits at the intersection of information design, knowledge flow, and change enablement — ensuring that the right people have the right knowledge at the right time. Key Responsibilities - Content Development - Write, edit, organize, and maintain service documentation (installation instructions, maintenance instructions, troubleshooting guides, repair instructions, update instructions, and function descriptions) for new and commercialized products. - Follow established style guides and templates to ensure that documentation is written for easy consumption by international audiences. - Obtain the necessary information to develop content through research, interviews with subject matter experts, hands-on exercises, etc. - Ensure that documents are reviewed and approved by the appropriate subject matter experts, and that changes are incorporated accurately. - Manage all aspects of service documentation administration and delivery, including change management and document control: - triage feedback, lead cross-functional change control boards, plan, schedule, and implement new and revised documents, archive signed approval forms and released documents in SAP, publish and activate service manuals on a cloud-based platform, distribute and maintain system software releases, firmware, and other support files. - Knowledge Management & Enablement - Organize content for scalability and seamless reuse across digital platforms. - Leverage analytics to optimize relevance and reader engagement. - Apply digital-first strategies for continuous content improvement. - Adoption & Communication - Align content strategies with the needs of stakeholders via cross-functional collaboration. - Champion a culture of digital knowledge sharing and ongoing improvement. - Project Management - Lead content development projects from scoping to global deployment and evaluation. - Maintain clear timelines, documentation, and stakeholder updates. Qualifications - Bachelor’s degree in technical writing, English, journalism, or a related field. - 5+ years of experience in technical writing (preferably in a regulated or healthcare environment). - Proven ability to translate complex technical information into clear, engaging knowledge-based materials. - Proficiency with content management systems (e.g., COSIMA) and document management platforms. Preferred / Nice-to-Have - Solid project management skills, balancing multiple global initiatives with attention to quality and compliance. - Experience with content management systems, content reuse, or structured authoring (e.g., DITA, XML, etc.). - Experience with graphic design and editing, including manipulating CAD data. - Experience working with service and field engineers in the medical technology or life sciences industry. - Proximity to a Siemens Healthineers location that supports Laboratory Diagnostics. What You’ll Bring - A passion for language and knowledge sharing in complex technical environments. - The ability to translate technical information into concise and efficient procedures. - A collaborative mindset that bridges documentation, training, and field operations. - Curiosity, creativity, and confidence to drive adoption and continuous improvement in the era of AI. Benefits - Medical insurance - Dental insurance - Vision insurance - 401(k) retirement plan - Life insurance - Long-term and short-term disability insurance - Paid parking/public transportation - Paid time off - Paid sick and safe time

Role Description The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-quality technical support is delivered to end-users. This role combines hands-on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a liaison between the help desk, other IT teams, and leadership. This position requires strong communication, a customer-first mindset, and the ability to lead by example in a fast-paced environment. Duties/Responsibilities: - Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists. - Monitor ticket queues and ensure timely responses, resolutions, and SLA adherence. - Assist with escalations, ensuring a smooth and professional resolution process. - Identify training needs and help develop growth paths for team members. - Collaborate with engineering and product teams on bugs, feature clarifications, and improvements. - Analyze support metrics and recommend process improvements. - Regularly report team performance, escalations, and support trends to the manager. - Maintain and improve internal knowledge base and workflow documentation. - Assist with scheduling to ensure 24/7 coverage needs are met. - Additional duties as needed. Qualifications - Typically requires a Bachelor’s degree. - Three to five years of relevant experience performing similar responsibilities. - With a Master’s degree, three or more years of experience will be accepted. Requirements - Team Management: Proven experience supervising help desk or IT support staff in a high-volume environment. - Technical Troubleshooting: Strong knowledge of common IT systems, hardware, software, networking, and remote support tools. - Incident & Escalation Management: Ability to assess and escalate issues appropriately while ensuring timely resolution. - Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism. - Ticket System Proficiency: Familiarity with platforms such as Salesforce, Jira, and ServiceNow. - Documentation: Ability to maintain knowledge base articles and ensure team adherence to standard operating procedures. - Performance Monitoring: Monitor and track team metrics for continuous improvement opportunities. - Decision Making: - Prioritize incoming tickets based on urgency, impact, and alignment with SLAs to ensure timely resolution. - Determine when to escalate issues. - Make staffing decisions to handle ticket volume and shift coverage. - Identify when updates to knowledge base documentation are needed. - Make informed recommendations to management regarding process improvements. - Work with the team and management to determine temporary workarounds as needed. Benefits - Excellent comprehensive benefits, including medical, dental, vision, and supplemental income insurance. - Employer paid disability insurance and life insurance. - Pre-tax FSA for medical and dependent care. - 401K available.