Engineering Manager – Service Contact Center

Agilent Technologies

Remote Engineering Manager at Agilent, leading Remote Service Engineers for application support. Driving customer satisfaction, operational excellence, and revenue growth through fast, accurate issue resolution.

Posted 6/26/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$101,184 - CA$178,500 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

admissible à des primes
à des actions
à des avantages sociaux

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

hardware troubleshootingsoftware diagnosticsscientific application supportcase resolutionfirst-time fix ratescustomer satisfactionperformance managementprocess improvementknowledge managementKPI management

Soft Skills

leadershipcoachingemployee engagementaccountabilityownershipcontinuous improvementcommunicationcollaborationdevelopment planningtrend identification

Certifications

Bachelor's DegreeMaster's DegreeUniversity Degree