Remote Engineering Manager - Service Contact Center

Agilent TechnologiesWilmington, North Carolina

undefined101,184 - undefined178,500 / year

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Overview

Schedule

Full-time

Career level

Director

Remote

Compensation

undefined101,184-undefined178,500/year

Benefits

Health & Wellness Programs

Job Description

Agilent 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 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

Qualifications

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.

Additional Details

La 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 where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

10% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support

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FAQs About Remote Engineering Manager - Service Contact Center Jobs at Agilent Technologies

What is the work location for this position at Agilent Technologies?

This job at Agilent Technologies is located in Wilmington, North Carolina, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Agilent Technologies?

Candidates can expect a pay range of $101,184 and $178,500 per year.

What employment applies to this position at Agilent Technologies?

Agilent Technologies lists this role as a Full-time position.

What experience level is required for this role at Agilent Technologies?

Agilent Technologies is looking for a candidate with "Director" experience level.

Does Agilent Technologies allow remote work for this role?

Yes, this position at Agilent Technologies supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by Agilent Technologies for this role?

Agilent Technologies offers Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Agilent Technologies?

You can apply for this role at Agilent Technologies either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.