Field Service Engineer

Job Description

In this exciting role, you will serve as both technical lead and team Lead, directing the technical support we provide at the India Field Service Center. You will perform and provide technical consultation for in-house repairs, refurbishment, maintenance and testing of supported Agilent products.

Additionally, you will be responsible for engaging, motivating and developing a diverse team to deliver consistent, high-quality service and an exceptional customer experience.

Additional details:

• Responsible for building cross-functional collaborations, working closely with stakeholders and leveraging team resources.

• Manage daily operations and identify, develop and implement initiatives to achieve or improve profit margins and team metrics.

• Respond to and deploy solutions to resolve technical, department and customer issues/problems.

• Improve service engineers' and technicians' support capabilities through planning Technical Training and Mentoring.

• Review and seek continuous improvement in daily operations, processes and procedures to drive efficiency, improve customer satisfaction and foster a customer-centric mentality.

• Execute routine and non-routine tests including troubleshooting, repair and quality verification on Agilent instruments, with limited technical support in an ambiguous environment.

• Read, understand, and rigorously follow Quality System processes, including interpreting test results, reading graphs, and validating instrument test results. Adhere to safety, cleanliness and ESD requirements.

• Serve as an internal resource on technical issues and manage product escalations. Collaborate with Agilent teams such as Support, Sales, Marketing and R&D to provide solutions to customers.

• Adjust effectively to change and remain open to new ideas and job assignments.

Qualifications

• Bachelor's or Master's Degree or equivalent education, preferably in an engineering field.

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

• Strong technical background to work on detailed tasks and lead the team.

• Proven leadership skills with experience in supervising a team.

• Business management skills with the ability to translate organizational plans into clear team plans with priorities.

• Ensure that the objectives of the organization are clearly communicated to management and the team.

• Collaborative with a strong ability to build relationships, demonstrate a sense of urgency, and provide an exceptional experience to internal or external customers.

• Ability to work independently and proactively. Critical thinker and problem solver.

• A good understanding of the service business, a drive for results and the ability to make timely and sound decisions while keeping the customer in mind.

• Able to handle difficult situations by managing objections through effective negotiation and mediation, solving problems effectively.

• Strong project management skills with experience managing multiple projects simultaneously.

• Self-motivated leader of both people and projects, a highly effective manager, and a developer of talent.

• Knowledge of GC and LC products; GCMS and LCMS product knowledge is an advantage.

• Excellent communication skills in English, with fluency in both English and the local language.

Additional Details

Travel Required:

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