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Global Service Expert – AS48
2 months ago
Position Overview
Are you prepared to contribute to meaningful advancements in healthcare while thriving in a vibrant and global setting? At Agilent Technologies , we are committed to combating cancer, and we seek dedicated professionals to enhance our efforts.
Company Background: Agilent is at the forefront of facilitating discoveries that elevate the quality of life. We equip life science, diagnostic, and applied market laboratories around the globe with instruments, services, consumables, applications, and expertise. Our mission is to empower customers to uncover the insights they need to make impactful changes in their environments. More information about Agilent can be found on our website.
About Agilent Diagnostic Service (ADS): ADS provides support and services to cancer diagnostic laboratories worldwide. Our team consists of over 150 Agilent Field Service Engineers (FSE), more than 50 external Service Providers (ASP), and a dedicated Global Service Operations team.
Your Responsibilities: As a Global Service Specialist (GSS) , you will be integrated into the Global Service Operations Team. Your role will be pivotal in demonstrating that ADS operates as a World-Class Diagnostic Service Organization by equipping FSEs and ASPs to effectively service pathology equipment in the field.
You will engage with various stakeholders both within ADS and across other business divisions, including R&D, Marketing, Supply Chain, and QA/RA. Your ability to communicate effectively, collaborate, and approach challenges with creativity will be essential.
As the most senior service professional for Pathology instruments within the Global Service Excellence team, your key responsibilities will include:
- Managing AS48, Coverslipper, and PT link.
- Overseeing video production, hardware, and software.
- Engaging in technical writing using Adobe FrameMaker.
Core Duties:
- Provide support to FSEs/RSS globally in technical escalations through phone and email communication, with potential travel.
- Conduct instrument training sessions for FSEs at Agilent facilities, including onsite training, video creation, and online training.
- Develop, maintain, and update service documentation, including service manuals, checklists, training materials, and service bulletins/notes.
- Define and manage spare parts, including creation, obsolescence, and recommended trunk stock.
- Monitor product and service issues, driving resolutions through service forums and collaboration with stakeholders.
- Represent service interests in R&D and project meetings to ensure serviceability is prioritized in future instrument versions.
- Participate in discussions with suppliers and partners to ensure service requirements are met.
To excel in this position, you must be committed to delivering the highest quality in services. This role requires an experienced FSE with exceptional communication and collaboration skills.
Qualifications:
- Over 5 years of service experience.
- Proficiency in English (both written and verbal).
- Outstanding communication skills.
- Experience in conducting training courses.
- Technical writing proficiency.
- AV production experience.
- Strong analytical skills with the ability to understand complex processes or data.
- Excellent interpersonal skills and a positive attitude.
- Bachelor's degree in engineering or equivalent experience.
Travel Requirements: Approximately 10% of the time.
Work Schedule: Full-time.
Shift: Day.
Job Function: Services & Support.
