Field Service Engineer (IVD devices)

Every day, Agilent Field Service Engineers help our customers to solve issues that enable scientists to make discoveries that enhance the quality of life. Through our work, we deliver insights and provide support that keep labs running smoothly and more efficiently. Join our dynamic organization to be a part of this rewarding work.

Your Role:

• Respond to internal and external customer needs by providing repair, installation, upgrade and preventive maintenance activity on tissue diagnostic IVD devices. These devices contain a large amount of electro-mechanical, pneumatic, systems as well as computer hardware and software.
• Contact customers in a timely manner and schedules service efficiently.
• 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.
• Complete administrative paperwork and computer reports promptly and accurately.
• Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered. Utilizes 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.
• Responsive to customer requests for service and communicate proactively before, during and after service.

% of Travel: 90-100% (Road Warrior) 4-5 days per week in the field visiting customers. There will be an average of 2 to 3 days per week overnight.

Qualifications

Your Profile:

• Education: Bachelors Degree or University Degree preferred; may also consider equivalent combination of relevant experience, training and education
• Experience: 3+ years of relevant work experience - biomedical technician, electro-mechanical, IVD instrumentation or similar
• Strong professional communication skills; can communicate well both verbally and in writing, Shares information and ideas with others, good listening skills
• Must be able to read, wright and speak English
• Team player. Willing to help others when workload in immediate area is low
• Knowledge and proven experience of electronic principles, fluidics, pneumatics, electromechanical devices, troubleshooting techniques and diagnostic skills
• Proficient in IT terminology such as IP addresses, Windows Server Environment, and firewalls, etc.
• Proven experience with connecting IT equipment to networks
• IT courses such as A+ certification is preferred
• Demonstrated experience in the operation, maintenance and repair of medical devices
• Flexible and open to change; detail oriented
• Ability to work with minimal supervision and show sound business judgment with regard to escalating issues when the managers help is needed to make a decision
• Ability to function in a responsible, professional manner using good judgment in decision making. Requires the ability to remain positive, rational, calm and professional under stressful conditions (I.e. dealing with irate people, handling complaints, etc.)

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. 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 all applicable laws.

Travel Required: 50% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support