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
- Engineering Manager leading remote technical support teams for Agilent’s laboratory and clinical technology products. Improving issue resolution, customer satisfaction, team capability, and service KPIs.
Responsibilities
- Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels
- Build a sustainable talent pipeline through entry-level growth, internal promotion, and expert retention
- Drive employee engagement, retention, and career progression
- Establish performance expectations and conduct coaching, case reviews, and development planning
- Ensure timely and effective remote resolution of hardware, software, and application issues
- Improve case resolution time, first-time fix rates, and customer satisfaction/CX feedback
- Ensure consistent 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, software platforms, applications, and workflows
- Drive knowledge management through IKB, documentation, and standard solutions
- Own team performance against key KPIs
- Ensure consistent CRM usage and case documentation standards
- Identify trends and implement corrective actions
- 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
- Proven skills in leading/managing the execution of processes, projects, and tactics
- Experience with SAP CRM, C4C, Sinch, or similar tools preferred
- Experience supporting hardware troubleshooting, software diagnostics, and scientific applications
- Ability to lead Remote Service Engineers across multiple skill levels
- Ability to work with Agilent’s instrument and software portfolio
- Ability to drive KPI performance, CRM usage, and case documentation standards
Benefits
- Eligibility for bonuses
- Eligibility for stock
- Benefits
- Option to work remotely
- Inclusive workplace
- Disability assistance throughout the application or interview process
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