Job Description

Every day, Agilent Regional Field Service Experts help our customers to tackle issues that enable scientists to make discoveries that improve the quality of life. Through our work, we deliver insights and provide support that keep labs running smoothly and more efficiently.  Join our multifaceted organization to be a part of this exciting work.

As a Field Service Expert for Agilent, you will work at a variety of labs, so having an appetite for continuously learning about new instruments, software and consumables is key.  Applying your interpersonal skills, creativity and can-do attitude is essential. The ability to help with solving customer problems and a dedication to deliver the highest levels of customer service is how you will build customer success.

The ideal candidate will be based in the Dallas and Fort Worth Texas territory.

The position has a multistate territory of Texas, New Mexico, Oklahoma, and Louisiana.

Responsibilities:

You will be responsible for supporting our customers with on-site installation, implementation, maintenance and repair of company and multi-vendor systems solutions. Our multifaceted product lines include hardware, software, and networking products as well as operating systems.

Installs and optimizes hardware/software/network products and configurations at customer sites.

Respond to internal and external customer needs by providing repair, installation, upgrade, and preventive maintenance activity on service experience in Spectroscopy is highly preferred.

These devices contain a large amount of electro-mechanical, pneumatic, systems as well as computer hardware and software.

Diagnoses and resolves product performance problems.

Contact customers in a timely manner and schedules service efficiently Performs maintenance and repairs.

Ensures customer happiness by advising customers on preventive maintenance and configurations, which may impact product performance.

Connect with manager and sales team to ensure customer needs and expectations are clearly understood and met.

Maintain Agilent-s customer service reputation by following all corporate policies and procedures.

Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered. Uses the complaint handling system as required.

Document time and expenses in a timely manner as required in SAP and other means as requested by manager.

Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business.

Complete administrative paperwork and computer reports promptly and accurately.

Deliver fully integrated solutions, which may include peripherals, communications, operating systems, and applications software.

Responsive to customer requests for service and communicate proactively before, during and after service.

Train other field Representatives and customers in the solutions.

Serves as an internal resource on technical issues and manages product customer concerns.

Collaborates with Agilent teams such as Support, Sales, Marketing and R&D to provide solutions to customers.

May deliver internal technical training and maintenance seminars and workshops for field Representatives or customers.

May calibrate equipment on-site for large volume customers.

May qualify leads.

Qualifications

Bachelors, Master’s or PhD degree within the science field - e.g., chemistry, analytical chemistry biochemistry, biotechnology is a plus.

8+ years of experience in a similar position or experience as an end-user.

Service experience with Spectroscopy is highly preferred.

Previous instrumentation maintenance, wire diagram, electromechanical, preventative maintenance, pathology equipment or laboratory repair instrument repair experience is a plus.  

Verbal and written communication is clear, respectful, and timely.

Travel: 30% 4-5 days per week in the field visiting customers.  There will be an average of 5 overnights per month overnight.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least November 4, 2024 or until the job is no longer posted. In the US, this position is eligible for choice of company car or reimbursement for personal vehicle usage.

The full-time equivalent pay range for this position is $48.42 - $75.66/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required: 35% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support