Service Support Engineer - Agilent Technologies

Position Description

Join a team of senior support engineers and project managers to design, develop, implement and support global service products and processes in a very successful Life Science and Chemical Analysis Service business. In this exciting role you will have an opportunity to learn from experienced leaders via a mentorship program as you provide technical support for our service products, including Enterprise Edition Compliance software, bring new services to market, execute and improve business operational processes, and innovatively create new service solutions for growing, competitive markets.
Specifically your responsibilities will include:
3rd level service engineering support for service products as they apply to GC and GC MS and competitive instrument technologies. (Multi-vendor service)
• Designing and implementing innovative Service processes to minimize service delivery cost while maximizing customer satisfaction and upholding our service promises to our customers.
• Working pro-actively with Solution Units and Field Service organizations worldwide to ensure global strategies can be implemented effectively in local countries.
• Characterizing and developing business reports to analyze performance and support strategic and operational decisions.

Your success will be evaluated on:
• Your impact and influence on our Life Science and Chemical Analysis Service business profitability, revenue growth, competitiveness and customer satisfaction. You will be asked to treat the business as if you owned it.
• The Customer Service Organization’s preparedness and ability to deliver new services in a way that we meet or exceed our cost goals and schedule, and our field engineers consistently build customer loyalty.

As the world’s premier measurement company, Agilent focuses on growth market opportunities in the communications, electronics and life sciences industries. Continuing a legacy of technological innovation, Agilent leverages the benefits of scale and global presence to capture and create business opportunities.

At our Little Falls site we have people inventing, designing, building and marketing products that dominate the market for chemical analysis. Our products are frequently behind the headlines in the news, from environmental regulations to new drug discoveries to Homeland Security. You’ll even see our instruments on television shows like “CSI”.

Solution unit alignment and most activity will be in Little Falls DE, with secondary work in Englewood CO. Position will require approximately 10% domestic and international travel.

Qualifications:

The successful candidate will possess the following:
•Bachelor or Master Degree in an engineering or scientific discipline , or equivalent industry experience.
Technical knowledge and at least 5 years of support experience on Agilent GC and/or GC MS instruments.
Similar experience on at least one major competitor’s products is a plus.
•A customer first mind-set!
•Success integrating resources across complex functions
•Demonstrated leadership and project management skills
•Experience working with diverse cultures and objectives. Ability to integrate business solutions across multiple geographies
•Excellent written and verbal communication skills
•A high degree of creative ability and initiative and the ability to exercise independent judgment.
•Good problem analysis skills.
Knowledge of Chromatography and/or Mass Spectrometry.

Job requisition: 2026633

How to Apply

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