Remote Engineering Manager - Service Contact Center

Job DescriptionAgilent is seeking a Remote Engineering Manager to lead a team of Remote Service Engineers (RSEs) responsible for delivering high-quality remote technical and application support across Agilent’s instrument and software portfolio. This role drives customer satisfaction, operational excellence, and revenue growth by enabling fast, accurate issue resolution while developing a high-performing, globally aligned team.The manager operates within Agilent’s Customer Service Organization (CSO), supporting Online Technical Support (OTS) functions and partnering closely with Field Service Engineers (FSEs), Scheduling, and Commercial teams.Key Responsibilities: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 progressionEstablish clear performance expectations and conduct regular coaching, case reviews, and development planningModel Agilent Leadership Expectations, fostering a culture of accountability, ownership, and continuous improvementEnsure timely and effective remote resolution of hardware, software, and application issuesDrive improvements in case resolution time, first-time fix rates, customer satisfaction / CX feedbackEnsure consistent, high-quality customer interactions across phone, email, and digital channelsPartner with Field Service and Scheduling teams to ensure seamless customer handoffsOversee 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 supportDrive knowledge management (IKB, documentation, standard solutions)Own team performance against key KPIsEnsure consistent CRM usage and case documentation standardsIdentify trends and implement corrective actions to improve performanceSupport revenue and commercial successDrive process improvement and transformationEnsure cross functional collaborationQualificationsBachelor'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. Additional DetailsLa fourchette salariale au Canada de ce poste est de 101,184.00$ à 178,500.00$ CA par an, et le titulaire est admissible à des primes, à des actions et à des avantages sociaux. Nos fourchettes salariales sont déterminées en fonction du rôle, du niveau et de l’emplacement. À l’intérieur de la fourchette, la rémunération individuelle est déterminée par le lieu de travail et d’autres facteurs, notamment les compétences liées à l’emploi, l’expérience et les études ou la formation pertinentes. Au cours du processus d’embauche, un recruteur peut fournir des renseignements sur l’échelle salariale particulière d’un lieu de travail donné. Vous trouverez des renseignements complémentaires à https://careers.agilent.com/locations/americas/canada.This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least July 3, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $111,840.00 - $209,700.00/yr USD in the US, or $101,184.00 - $178,500.00/yr CAD in Canada, plus eligibility for bonus, stock and benefits. 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/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace wh