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About the Role
Responsible for on-site and repair center activities including installation, implementation, maintenance, and repair of company solutions. Installs and optimizes hardware, software, and network products, diagnoses and resolves product performance issues, and ensures customer satisfaction through proactive maintenance advice. Delivers fully integrated solutions and maintains performance according to assigned metrics and procedures.
Responsibilities
- Install, implement, maintain, and repair company solutions (hardware, software, networking products, operating systems).
- Install and optimize hardware, software, and network products and configurations at customer sites.
- Diagnose and resolve product performance problems.
- Perform maintenance and repair services.
- Advise customers on preventive maintenance and configurations to ensure customer satisfaction.
- Proactively respond to potential equipment issues to prevent unplanned interruptions.
- Deliver fully integrated solutions, including peripherals, communications, operating systems, and applications software.
- Maintain performance in a professional manner according to assigned metrics, processes, and procedures.
- Schedule service calls with customers, online customer service engineers, and Service Schedulers.
- Perform service and document per QMS Procedures.
- Submit input for NCR, CAPA, and Complaints per QMS Procedures.
- Maintain a customer-facing focus and handle escalations.
- Support or lead projects.
- Provide daily schedule updates to Schedule Coordinators.
- Submit Flexible Time Off (FTO) Requests, Expense Reports, and Escalations to Manager.
- Complete all required reports, checklists, or other documentation.
- Communicate with Application and Sales teams to ensure proper customer support and meet business needs.
- Communicate with Local Diagnostic Service team regarding issues, escalations, resolutions, and best practices.
- Provide input to Global Service based on field experience and investigations.
- Communicate with QA, R&D, or other departments as needed for investigation and support of customer complaints.
- Communicate with customers before, during, and after service events, providing insights, schedule updates, and resolutions.
- Follow Agilent Standards of Business Conduct and act according to Agilent’s values.
- Complete all administrative tasks per procedures, including timecard, expense reports, and service documentation.
- Complete all service actions in accordance with Service Manuals, Bulletins, or other written instructions.
- Follow all Quality Management System (QMS) and Enterprise QMS instructions.
- Document all complaints or reportable events per QMS procedures.
- Maintain accurate trunk stock inventory and complete inventories as requested.
- Maintain calibrated tools and other equipment in good working order.
- Complete Service Confirmation using mService and submit service reports for closure within 24 hours.
- Provide timely and accurate input to manager regarding escalations.
- Communicate with Sales or Applications teams regarding insights gained from customer interactions.
- Maintain performance to meet minimum metrics and customer satisfaction targets.
- Provide input to sales regarding customer feedback on competitive instruments or product issues.
- Provide input to managers and product specialists regarding product performance.
Requirements
- Associate degree, equivalent or higher.
- Three to Five years relevant experience for entry to this level.
- Ability to work independently.
- Proficient in electro-mechanical, pneumatic, fluidic and IT systems.
- High level of IT skills regarding Servers, LIS/LAN systems, IT Diagnostics & general Windows systems.
- Bachelor's or Master's Degree or equivalent.
- Post-graduate, certification and/or license may be required.
- Typically, at least 4+ years relevant experience for entry into this level.
Skills
- Electro-mechanical systems
- Pneumatic systems
- Fluidic systems
- IT systems
- Servers
- LIS/LAN systems
- IT Diagnostics
- Windows systems
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Entry to this level (3-5 years)
- Entry into this level (4+ years)
Education Level
- Associate degree or equivalent
- Bachelor's or Master's Degree or equivalent
- Post-graduate, certification and/or license may be required
About the Company
- Agilent Technologies Inc. is an equal opportunity employer.
Equal Opportunity
- 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.