Field Service Engineer
| Company | Agilent Technologies |
|---|---|
| Location | Charlotte, NC, USA, Columbia, SC, USA |
| Salary | $33.23 – $51.92 |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s, PhD |
| Experience Level | Junior |
Requirements
- Bachelor’s, master’s or PhD degree within the science field – e.g., chemistry, analytical chemistry, biochemistry, biotechnology is a plus
- 1-2 years of experience in a similar position or experience as an end-user
- Service experience with LC (Liquid Chromatography) and UV-VIS
- Verbal and written communication is clear, respectful, and timely.
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 UV-VIS
- 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
- Uses 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
Preferred Qualifications
- Previous instrumentation maintenance, wire diagram, electromechanical, preventative maintenance, pathology equipment or laboratory instrument repair experience is a plus
- Experience with the Agilent solutions is desired but not crucial