Field Service Engineer – Life Sciences

1 month ago

Harwell, Oxfordshire, United Kingdom Agilent Full time

Position Overview

At Agilent, we are dedicated to fostering innovations that enhance quality of life. We support laboratories globally with a range of instruments, services, consumables, applications, and expertise. Our mission is to empower customers to achieve their goals, enabling them to make a positive impact on the world.

As a Customer Support Engineer, you will be integral to our mission, working closely with various laboratories and continuously expanding your knowledge of new instruments, software, and consumables. Your interpersonal skills, creativity, and proactive approach will be essential in addressing customer challenges and ensuring exceptional service.

This role involves significant fieldwork, with travel comprising 4-5 days per week, including an average of one overnight stay weekly. The position is ideally suited for candidates located in the Reading area, as you will primarily support customers along the M4 corridor to the South.

Key Responsibilities:

  • Execute on-site installation, implementation, maintenance, and repair of both company and multi-vendor systems, including hardware, software, and networking solutions.
  • Identify and resolve product performance challenges.
  • Conduct maintenance and repairs, ensuring customer satisfaction through preventive maintenance and configuration advice.
  • Anticipate potential equipment issues to avert unplanned operational disruptions.
  • Adapt to customer service requests, proactively engaging before, during, and after service interactions.
  • Deliver comprehensive solutions that encompass peripherals, communications, operating systems, and application software.
  • Address both internal and external customer requirements by providing repair, installation, upgrades, and preventive maintenance for tissue diagnostic IVD devices, including electro-mechanical, pneumatic, systems, computer hardware, and software components.
  • Collaborate with management and sales teams to align with customer needs and expectations.
  • Uphold Agilent's esteemed customer service reputation by adhering to corporate policies and procedures.
  • Accurately and promptly complete administrative paperwork and computer reports.
  • Provide constructive feedback to Product Specialists and manufacturing or OEM vendors regarding performance issues.
  • Timely document time and expenses in SAP and other required systems.
  • Mentor other field engineers and customers in our solutions.

Qualifications:

  • Bachelor’s degree or equivalent experience in a scientific discipline (e.g., electro/mechanical/bio-engineering, chemistry, biotechnology, or related fields).
  • Proven experience in a similar role or as an end user or customer support engineer.
  • Experience troubleshooting and problem-solving with pathology equipment is advantageous but not mandatory.
  • Familiarity with Agilent solutions is beneficial but not essential.
  • Strong verbal and written communication skills that are clear and encouraging.
  • Willingness to travel and engage with customers regularly.

What We Offer:

We are committed to providing comprehensive training and development opportunities to help you excel in your career.

Agilent offers a robust benefits package, including a Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holidays, and various company activities.

Agilent Technologies Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected categories under applicable laws.

Remote Work Option: Yes

Travel Requirement: 50% of the Time

Schedule: Full-time

Shift: Day

Duration: No End Date

Job Function: Services & Support

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