Field Service Engineer

4 weeks ago


Frederick, Maryland, United States Agilent Full time

About the Role

As a Field Service Engineer at Agilent, you will play a critical role in delivering exceptional customer service and support to our customers in the Denver and Boulder metro areas. Your expertise in installing, implementing, maintaining, and repairing company and multi-vendor systems solutions will be essential in ensuring our customers' success.

Key Responsibilities

  • Install and optimize 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 (Liquid Chromatography) and LC-MS instruments
  • Diagnose and resolve product performance problems
  • Contact customers in a timely manner and schedule service efficiently
  • Perform maintenance and repairs
  • Ensure customer satisfaction 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 and OEM vendors concerning performance anomalies encountered
  • Use the complaint handling system as required
  • Document time and expenses in a timely manner as required in SAP
  • Proactively respond 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
  • Respond to customer requests for service and communicate proactively before, during, and after service
  • Train other field Representatives and customers
  • Serve as an internal resource on technical issues and manages product customer concerns
  • Collaborate 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

  • Minimum requirements include 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
  • Bachelor's or master's degree within the science field, such as chemistry, analytical chemistry, biochemistry, or biotechnology, is a plus
  • 4+ years of experience in a similar position or experience as an end-user
  • Service experience with LC (Liquid Chromatography) and LC-MS experience a plus
  • Previous instrumentation maintenance, wire diagram, electromechanical, preventative maintenance, pathology equipment, or laboratory repair instrument repair experience is a plus
  • Experience with the Agilent solutions is desired but not crucial
  • Verbal and written communication is clear, respectful, and timely
  • Travel: 40% 4-5 days per week in the field visiting customers. There will be an average of 5 overnights per month overnight


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