Senior Engineering Manager leading OLO’s guest ordering, experimentation, and menu - quality systems. Owner’s AI platform helps local restaurants grow revenue and operate digitally.
About the role
- 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.
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
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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