United States onlyJob Description
As a Service Manager, you have ownership of a specific geographic area with a responsibility for fostering and developing a high-performance culture, delivering best-in-class service, and achieving financial growth objectives for a team of Field Service Engineers supporting installation, repair, and maintenance of Agilent and Non-Agilent instrumentation.
Service business leaders must have strong organizational and operational leadership capabilities coupled with excellent technical knowledge, communication, and customer centricity. In this leadership role, the successful manager will work collaboratively across all internal organizations to ensure success by leading the team and delivering outstanding service. This is an excellent opportunity to make a direct and impactful contribution to Agilent and our industry by driving competitive differentiation through customer and employee satisfaction and organizational efficiency.
The successful candidate will need to balance three overarching priorities: Employee Engagement, Customer Satisfaction, and Business Excellence.
The Service Manager must reside within the service district—ideally in Pennsylvania or Delaware—and be able to travel throughout the territory to meet with customers and the team.
The role responsibilities will include:
Responsible for financial business management and fostering growth of Agilent’s service business through cost reductions of service delivery, maximizing of lead generation, and revenue recognition.
Understands and meets customer needs through the creation of services, the provision of effective delivery processes, and ongoing support.
Builds partnerships with other support organizations to ensure a profitable revenue growth, optimizing customer satisfaction.
Manages employees in Field Service Engineer and Service Tech job families to ensure successful implementation, installation, repair, calibration and support of customers’ hardware, software and/or network (Agilent and/or Non-Agilent) products (owned, leased or rented) and/or systems.
Is accountable for meeting P&L targets.
Direct supervision of 10+ Field Service Engineers.
Employee engagement to ensure job satisfaction and retention.
Ensuring employees meet or exceed performance metrics.
Develop soft and technical skills to support business needs and employee development.
Team accountability of Agilent’s Values and Standards of Business Conduct.
Dedication to operational rigor for team tasks.
Strengthening understanding of global and local strategies.
Spearheading schedules to meet the needs of the district.
Customer visits to assist and address customer concerns, or key sales opportunities.
Focus on customer solutions applying the Agilent portfolio of products and services.
Review customer account data and deliver business reviews.
Collaboration with scheduling teams for efficient workload management.
Partnership with sales channels for sustained growth.
Timely completion of administrative tasks to support the district.
25% travel.
Must consent to participate and meet Agilent-approved customer/vendor credentialing requirements necessary to gain access to customer sites.
Requirements may include, but are not limited to, proof of identification, proof of certification to perform the work required, customer health and safety requirements, etc.
Qualifications
Key Performance Metrics
Customer Satisfaction
Employee Development
Key Service Delivery Metrics
Revenue Growth
Profitability
Qualifications
Bachelor’s or Master’s Degree or equivalent plus directly relevant experience.
A minimum of 2+ years of experience formally or informally leading people, projects, and/or programs.
Understanding of Agilent’s products and brands.
Demonstration of financial decision-making.
Dedication to the growth and development of the team and district.
Understanding of Agilent's field service organization or a similar related industry of field service.
Canada only
Belgium only
India only
