Customer Support Engineer – Pathology

at  Agilent Technologies Inc

JOB DESCRIPTION

Agilent encourages and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Want more info on Agilent? Check out www.agilent.com!
At Agilent, our field service engineers play a crucial role in supporting our customers and enabling scientists to make discoveries that improve their quality of life. We provide insights and support to ensure labs operate smoothly and efficiently.
Join our dynamic organization and be part of this exciting work.

POSITION OVERVIEW

As a Customer Support Engineer at Agilent, you will work across various labs, constantly learning about new instruments, software, and consumables. 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 role will cover our customers predominantly from the M4 corridor to the South, this position is preferably based in the Reading area.

QUALIFICATIONS

• Bachelor’s or equivalent experience in a science field (e.g., electro/mech/bio - engineering, chemistry, biotechnology, or similar).
• Proficient years of experience in a similar position or as an end user or customer support engineer.
• Troubleshooting and problem-solving experience with pathology equipment is desired but not essential.
• Familiarity with Agilent solutions is a plus but not required.
• Clear, encouraging, and timely verbal and written communication skills.
• Enjoy traveling and visiting customers.

• Provide on-site installation, implementation, maintenance, and repair of company and multi-vendor systems solutions, including hardware, software, and networking products.
• Diagnose and resolve product performance issues.
• Perform maintenance and repairs, ensuring customer happiness by advising on preventive maintenance and configurations.
• Proactively respond to potential equipment issues to prevent unplanned business interruptions.
• Be adaptable to customer requests for service, presenting proactively before, during, and after service.
• Deliver fully coordinated solutions, including peripherals, communications, operating systems, and applications software.
• 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.
• Connect with managers and the sales team to understand and meet customer needs and expectations.
• Maintain Agilent’s customer service reputation by adhering to all corporate policies and procedures.
• Complete administrative paperwork and computer reports accurately and promptly.
• Provide feedback to Product Specialists and manufacturing or OEM vendors regarding performance anomalies.
• Document time and expenses promptly in SAP and other required systems.
• Train other field engineers and customers in the solutions.