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Field Service Representative

3 months ago

Texas City, Texas, United States Agilent Full time
Job Description

Every day, Agilent Regional Field Service Representative 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 labs running smoothly and more efficiently. Join our dynamic organization to be a part of this rewarding work.

As a Field Service Representative 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 commitment to deliver the highest levels of customer service is how you will build customer success.

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 varied 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 with LC and LCMS.
  • 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 satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
  • Communicate with manager and sales team to ensure customer needs and expectations are clearly understood and met.
  • Maintain Agilent-s customer service reputation by complying with all corporate policies and procedures.
  • Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered. Utilizes 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 escalations 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.
  • Must consent to participate in and meet Agilent approved customer/vendor credentialing requirements necessary to gain site access, unless prohibited by law.
The ideal candidate will be based in the in Dallas, Texas.

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

Job Requirement: -Must consent to participate and meet Agilent approved customer/vendor credentialing requirements necessary to gain access to customer sites. Requirements may include, but are not limited to, proof of identification, proof of certification to perform the work required, customer health and safety requirements, etc.

Qualifications
  • High school diploma, military training, associate degree OR some college with major coursework in electronics or previous work experience in a related field will be considered.
  • A bachelor's or master's degree within the science field - e.g., chemistry, analytical chemistry biochemistry, biotechnology is a plus.
  • Service experience with LC and LCMS preferred.
  • 2+ years of experience in a similar position or experience as an end user.
  • Previous instrumentation maintenance, wire diagram, electromechanical, preventative maintenance, or previous pathology equipment or laboratory repair instrument repair experience a plus.
  • Experience with troubleshooting and problem solving.
  • Experience with the Agilent solutions is desired but not essential.
  • Verbal and written communication is clear, respectful, and timely.
  • You enjoy travelling and visiting customers.
  • You have a valid driver's license.
  • Travel: 30% 4-5 days per week in the field visiting customers. There will be an average of 5 overnights per month overnight.
#LI-TH1

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 or contact

For more information about equal employment opportunity protections, please visit

Option to Work Remote
Yes

Travel Required
35% of the Time

Shift
Day

Duration
No End Date

Job Function
Services & Support