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    Remote Engineering Manager - Barcelona, España - Agilent

    Agilent
    Agilent Barcelona, España

    hace 3 días

    Default job background
    De jornada completa
    Descripción

    Description

    Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at

    As a Genomics Remote Engineering Manager (RSE) for the WW Customer Service Organization (CSO) in Global Service Contact Center, you will manage a team of remote service engineers who deliver post-sales technical support to our customers.

    This role is to ensure customer satisfaction, loyalty, and regulatory compliance by creating and delivering effective service solutions. You will work with other support organizations to achieve profitable revenue growth and superior customer support. You will oversee the implementation of tactical business plans and programs within your team and resolve department issues.

    You will have strong business acumen, strategic thinking, market knowledge, and collaboration skills. You will provide leadership, insight, and direction to your team as they navigate through our global transformation. You will be accountable for delivering on key business objectives and ensuring the team meets organization deliverables.

    Principle Duties/Responsibilities:

  • Manage contact center operations to achieve target output and quality metrics for your team.
  • Ensure proper staffing levels and agent training programs to achieve customer success.
  • Analyze and improve the customer experience by examining trends in team productivity, knowledge and profitability based on GSCC call center analytics. Drive performance to exceed goals.
  • Foster a culture of team inclusiveness, accountability, continuous development, diversity, talent identification and succession planning.
  • Maintain experienced knowledge in the day-to-day business by working closely with peers across the organization.
  • Partner with key collaborators in planning to account for expected changes in the business across the region.
  • Understand the business operation across Countries and regions, look for alliances and efficiency gains and share insights and best practices.
  • Understand the regional regulatory requirements for the products you support by partnering with Agilent's Global Quality and Regulatory Affairs department.

    • Qualifications

  • A bachelor's or master's degree or equivalent
  • At least 5 years of multi-site Contact Center experience with a solid understanding of support processes and tools
  • Experience in leading teams
  • Experience in Project Management
  • Hands-on experience with contact center workflows and technology such as chat, IVR, voice analytics, e-mail management, augmented reality, etc.
  • Ability to develop creative solutions and leverage new technology to solve business challenges
  • Willingness to challenge the status quo
  • Ability to mentor and coach team members in an evolving environment
  • Strong business acumen with the courage to make financial trade-offs as needed
  • Strong collaboration and teamwork skills
  • Passionate about delivering "best in class" customer service with a track record of success.
  • Strong time management and planning skills.
  • Excellent written and verbal communication skills.
  • Strong knowledge of processes across the entire customer journey experience
  • Extensive troubleshooting knowledge and skills to complete specialized tasks.
  • Proficient in Windows OS, and Microsoft Office
  • Ability to effectively present information and respond to questions from internal and external customers as well as management.
  • Ability to function in a responsible, professional manner using good judgment in decision making. Requires the ability to remain positive, rational, calm and professional under stressful conditions.

    • 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.

    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

    Occasional

    Schedule

    Schedule:Full time

    Shift

    Day

    Duration

    No End Date

    Job Function

    Services & Support
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