Global Service Specialist – AS48

2 months ago

Glostrup Kommune, Denmark Agilent Technologies Full time

Job Description
Are you ready to make a difference in the world while working in a dynamic and international environment? At Agilent Technologies , we are dedicated to the fight against cancer, and we need passionate individuals like you to join our team.

About Us: Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at

About ADS: Agilent Diagnostic Service (ADS) serves and services cancer diagnostic labs worldwide. ADS is a team of over 150 Agilent Field Service Engineers (FSE), more than 50 Agilent external Service Providers (ASP), and a Global Service Operations team.

Your Role: As a Global Service Specialist (GSS) you will report into and be based in the Global Service Operations Team in Glostrup, Denmark. The GSS proves that ADS is a World Class Diagnostic Service Organization by defining and enabling FSEs and ASPs to service the pathology equipment in the field.

You will have various stakeholders both inside ADS and across other business groups such as R&D, Marketing, Supply chain, and QA/RA. Applying your communication and collaborative skills, creativity, and can-do attitude will be essential.

You will be ADS’ most Senior service professional for Pathology instruments, and in the Global Service excellence team, you will be responsible for:

  • AS48, Coverslipper, and PT link.
  • Video production, hardware, and software.
  • Technical Writing in Adobe FrameMaker.

Primary Tasks:

  • Support FSEs/RSS from around the world in technical escalations:
    • Phone support
    • Email
    • Possible travel
  • Conduct Instrument Trainings for FSE in Agilent facilities:
    • Onsite Training
    • Video creation (hardware and software responsible)
    • Online instrument Training
  • Develop, maintain, and update service documentation:
    • Service Manuals
    • Checklists
    • Training materials
    • Service Bulletins/Notes
  • Define and manage spare parts, including creation and obsolescence, recommended trunk stock, etc.
  • Monitor product and service issues and drive resolutions through service forums and stakeholders.
  • Represent Service in R&D and project meetings to ensure service and serviceability is a key parameter in future versions of the instrument/solution.
  • Participate in meetings with suppliers and partners to secure that service requirements are met.

To be successful in this role, you must have a commitment to deliver the highest levels of Quality in the Services. As such, this role requires a seasoned FSE with superior communication and collaboration skills.

Qualifications:

  • +5 years of Service experience.
  • Fluent in English (written and verbal).
  • Excellent communication skills.
  • Experience conducting courses.
  • Technical writing skills.
  • AV production.
  • Good analytical skills and the ability to comprehend larger processes or data.
  • Excellent interpersonal skills and a positive mindset.
  • Bachelor’s degree in (B.S/B.A) in engineering or equivalent experience.

Travel Required:
10% of the Time

Schedule:
Full time

Shift:
Day

Duration:
No End Date

Job Function:
Services & Support
Location: Denmark-Glostrup

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