Product Support Scientist – Automated Electrophoresis (m/f/d)

Product Support Scientist – Automated Electrophoresis (m/f/d) — Agilent Technologies, Waldbronn, Germany. This full-time, 12-month contracted position focuses on post-sales support for our Automated Electrophoresis product lines and contributes to New Product Introduction (NPI) projects. The role follows a hybrid work arrangement with fixed days in the home office (Mon, Fri) and in the Waldbronn office (Tue–Thu).

Responsibilities

• Provide Tier 3 internal support to customer facing Call Center teams, Field Service Engineers, Remote Engineers, and Agilent distributors.
• Manage and resolve customer escalations by forming cross-functional investigation teams; may involve direct customer interaction.
• Develop, implement, and maintain Product Support Plans and User Information Plans.
• Author user documentation, including Instructions for Use (IFU).
• Define and implement support strategies and delivery tools (e.g., Site Prep, Installation, Introduction and Preventive Maintenance).
• Review project requirements and design specifications, providing feedback based on FURPS+ (Functionality, Usability, Reliability, Performance, and Supportability) criteria.
• Develop and deliver technical training to Agilent support teams, including field service, remote engineers, and certified instructors.

Qualifications

• Bachelor’s or Master’s degree (or equivalent) in Life Sciences, Engineering, or a related field.
• Proficiency in Microsoft Windows and Office applications.
• Excellent written and verbal communication skills in English (C1–C2 level); German is beneficial.
• Strong ability to communicate technical information clearly and respectfully to diverse audiences.
• Team-oriented mindset with the ability to thrive in a multicultural scientific and engineering environment.
• Customer-focused attitude with the ability to work effectively in a fast-paced setting.
• Hands-on experience with analytical laboratory instrumentation, including troubleshooting.
• Familiarity with tools such as MATLAB, Power BI, and statistical analysis is beneficial.
• Familiarity with ISO13485 and 21 CFR Part 11 regulations is beneficial.

We Offer

• Motivated Teams: Collaborate with highly motivated teams and take on exciting responsibilities.
• Challenging Projects: Engage in dynamic, collaborative projects.
• Development Opportunities: Benefit from diverse opportunities for professional growth.
• Corporate Culture: Be part of an exceptional corporate culture.
• Work-Life Balance: Enjoy a good work-life balance.
• Competitive Compensation and Benefits: Receive a competitive compensation and benefits package.
• Hybrid Work: Work in a hybrid model (3 days in the office, 2 days from home).

Additional Details

• Travel Required: Occasional
• Shift: Day
• Duration: 9-12 Months
• Job Function: Marketing