Customer Service Engineer (f/m/d) – Diagnostic

Job Description

Agilent is a global leader in laboratory and clinical technologies; we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at www.agilent.com.

Every day, Agilent Customer Support Engineers help our customers to solve issues that enable scientists to make discoveries that enhance the quality of life. Through our work, we deliver insights and provide support that keep laboratories running smoothly and more efficiently. Join our dynamic organization to be a part of this rewarding and exciting work!

As a Field Service Engineer at Agilent, you will work across diagnostic labs, constantly learning about new instruments and software. Utilizing your interpersonal skills, creativity, and proactive attitude is critical. Your ability to tackle customer problems and dedication to outstanding customer service will drive customer success.

You will spend 4-5 days per week (90-100% travel) in the field visiting customers with an average of 1 overnight stay per week. As this position will cover predominantly our customers in the North of England, this position is preferably based in the Leeds area.

Key Responsibilities

1. Respond to internal and external customer needs by providing repair, installation, upgrade, and preventive maintenance for tissue diagnostic IVD devices, which include electro-mechanical, pneumatic, systems, computer hardware, and software components.
2. Contact customers in a timely manner and schedules service efficiently.
3. Connect with manager and sales team to understand and meet customer needs and expectations.
4. Maintain Agilent’s customer service reputation by aligning with all corporate policies and procedures.
5. Complete administrative paperwork and computer reports promptly and accurately.
6. Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered - use the complaint handling system as required.
7. Address customer requests for service and communicate proactively before, during and after service.

Qualifications

1. University degree in a Life Science related field (e.g., electro/mech/bio - engineering, chemistry, biotechnology, or similar).
2. Significant hands-on experience with pathology equipment, either as an end-user in a lab OR in a similar technical support role.
3. Full proficiency in English.
4. A valid driving license.

On a personal level, you are proactive, outgoing, and customer focused. You enjoy working both autonomously and as part of a team to solve various types of problems. You have great communication and written skills to interact with many internal and external partners.

What we offer:

We will ensure you get all the training and development opportunities you need to become the best in your field.

Agilent offers core global benefits to all staff - but in addition to these, the business offers Agilent Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities.

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:

75% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support