Premier Laboratory Partner for a Better World
Engineering Manager – Service Contact Center
Location
Canada
Posted
2 days ago
Salary
$101.2K - $178.5K / year
Seniority
Senior
Job Description
Engineering Manager – Service Contact Center
Agilent Technologies
• 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
Job Requirements
- 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.
Benefits
- admissible à des primes
- à des actions
- à des avantages sociaux
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