Field Service Engineer

4 weeks ago

Boulder, Colorado, United States Agilent Technologies Full time

As a Field Service Engineer at Agilent Technologies, you will play a critical role in ensuring the smooth operation of our customers' laboratories. Your expertise in installing, implementing, maintaining, and repairing company and multi-vendor systems solutions will be essential in delivering exceptional customer service.

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

Requirements:

  • 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, e.g., chemistry, analytical chemistry, biochemistry, 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

Additional Details:

This job has a full-time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least October 18, 2024, or until the job is no longer posted. In the US, this position is eligible for choice of company car or reimbursement for personal vehicle usage. The full-time equivalent pay range for this position is $40.46 - $63.22/hr plus eligibility for bonus, stock, and benefits. 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 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 job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

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