Field Service Engineer

Agilent Technologies - Chicago, IL

Full-time

Remote - Chicago, IL

Computer and Electronic Product Manufacturing

About the position

Every day, Agilent Field Service Engineers help our customers solve issues enabling scientists to make discoveries that enhance the quality of life. Through our work, we deliver insights and provide support that keeps labs running smoothly and more efficiently. Join our dynamic organization to be a part of this rewarding work. As a Field Service Engineer for Agilent, you will work at a variety of labs, so having an appetite for continuously learning about new instruments, software, and consumables is key. Applying your interpersonal skills, creativity and can-do attitude is essential. The ability to help with solving customer problems and a commitment to deliver the highest levels of customer service is how you will build customer success. The ideal candidate will be based in the Chicago Metro Area and support, IL and WI accounts within the territory.

Responsibilities

• Installs and optimizes hardware/software/network products and configurations at customer sites.
• Respond to internal and external customer needs by providing repair, installation, upgrade, and preventive maintenance activity on Liquid Chromatography (LC) or Mass Spectroscopy (MS) systems.
• Diagnoses and resolves product performance problems.
• Contact customers on time and schedule service efficiently.
• Perform maintenance and repairs.
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
• Communicate with manager and sales team to ensure customer needs and expectations are clearly understood and met.
• Maintain Agilent's customer service reputation by complying with all corporate policies and procedures.
• Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered.
• Utilize the complaint handling system as required.
• Document time and expenses in a timely manner as required in SAP and other means as requested by manager.
• Proactively respond to potential equipment issues to prevent unplanned interruption of customers' business.
• Complete administrative paperwork and computer reports promptly and accurately.
• Deliver fully integrated solutions, which may include peripherals, communications, operating systems, and applications software.
• Be responsive to customer requests for service and communicate proactively before, during and after service.
• Train other field engineers and customers in the solutions.

Requirements

• Meet Agilent approved customer/vendor credentialing requirements necessary to gain site access, unless prohibited by law.
• Ability to learn about new instruments, software, and consumables.
• Strong interpersonal skills and a can-do attitude.
• Commitment to delivering high levels of customer service.