Customer On-site Field Service Engineer

Job Description

Responsible for supporting customers through on-site activities such as installation, implementation, maintenance and repair of company and multi-vendor systems solutions which may include hardware, software and networking products well as operating systems. They will be expected to

• Solves complex problems on established and/or strategic/high growth system/solution
• Technical and team leader for support delivery
• Account management - may include management of multivendor relationships
• Meet customer commitments

Key responsibilities include

• Performs in-depth repairs, deliver structured applications & standard training. Has specialized product knowledge.
• Called upon to resolve difficult or on-going technical problems as needed.
• Effectively represents management decisions & programs, both internally & externally. Acts in a team lead role as needed.
• Train & mentor new field employees & ASPs.
• Provides on-site hardware & software installations, familiarization, PMs & compliance protocols. Completes installation checklists & obtains required signatures.
• Collaborate with Enterprise Program Coordinators for scheduling
• Understands & is able to convey deliverables to customers
• Works with broad account team to optimize customer relationship.
• Provides product & services feedback to appropriate Agilent organizations.
• Provides accurate & timely data/information using various reporting systems. Parts and call administration quality and timeliness
• Controls and maintains all assets used in the job.
• Responsible for triggering and resolving the escalation process. Actively contributes to business growth
• Find/develop account and business opportunities and convert them into business results
• Submit a report to SU via CE Assist team regarding potential Quality issues

Qualifications

Bachelor's or Master's Degree or equivalent.

• Ability to teach technical topics
• Specialized product knowledge
• In-depth product knowledge and troubleshooting skills
• Leadership
• Supports management decisions
• Independently manages multiple customer repairs
• Independently manages multiple customer repairs
• Works as part of an integrated account team including all business functions within Agilent.
• Completes special projects

Proficient planning & organizational skills

Typically, at least 8+ years relevant experience for entry to this level.

Additional Details

Travel Required:

Shift:

Duration:

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