Support Engineering Manager

Job Description

Lead the employees in Field Service Engineer and Service Tech Families to ensure successful implementation, installation, repair, calibration and support of customers’ (Agilent and/or non-Agilent) products (owned, leased or rented) and/or systems. Understand and meet customer needs through the creation of services, the provision of effective delivery processes, and ongoing support. Build partnerships with other support organizations to ensure profitable revenue growth, optimizing customer satisfaction. 

Responsibilities:

• Lead team of Field Service Engineers and ASPs (Agilent Service Providers) via ASP companies.
• Execute and lead by example on culture of customer passion, using tools like Escalations, Customer Feedback System (CFS) and provide feedback to develop and drive customer centric programs.
• Understand financial metrics, continually drive for operational efficiency, manage costs.
• Work closely with Sales and other functions, ensure win-win outcomes. Always put customers first.
• Maintain capacity and capability of Technical Resources to fit for business growth and customer requirements.
• Have thorough knowledge of daily service operations and how to optimize delivery. Make quick and sound daily operational decisions.
• Drive compliance to delivery processes. Lead use of Quality tools to improve processes. Use technology effectively.

Qualifications

• Bachelor's or Master's Degree in a Science field (e.g., Chemistry, Analytical Chemistry, Biochemistry, Biotechnology, or similar), Engineering field or relevant work experience.
• 8-10+ years of industry experience.
• 3+ years prior leadership, supervisory, or management experience.
• Understanding of Agilent’s products and brands.
• Demonstration of financial decision making.
• Dedication to growth and development.
• Understanding of field service organization.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

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 opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

25% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support