Customer Support Engineer

Job Description

Agilent encourages 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. Want more information on Agilent? Check out www.agilent.com!

The security and detection business creates solutions that are used in non-laboratory environments such as airports, border protection, fire service or police & military environments. You want to learn more? Then check out our Liquid Explosive Detectors, Bottle Liquid Scanners | Agilent.

Overview of the Role

We are seeking a dedicated Customer Support Engineer to be responsible for supporting our security and detection customers through on-site activities such as installation, implementation, maintenance and repair of systems. This may include hardware, software and networking products as well as operating systems.

You will spend 4-5 days per week in the field visiting customers with an average of 2 overnight stays per week.

As this role will cover our aviation and airport customers, this position is preferably based somewhere close to Glasgow and Edinburgh areas. Regular travelling to Highlands, Islands, Ireland and London will also occur.

Key Responsibilities:

• Diagnose and resolve product performance problems
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance
• Proactively respond to potential equipment or software issues to prevent unplanned interruption of customers' business
• Deliver (does not design) fully integrated solutions, which may include peripherals, communications, operating systems and applications software
• Serve as an internal resource on technical issues and manage product escalations
• Collaborate with Agilent teams such as Support, Sales, Marketing and R&D to provide solutions to customers
• May deliver internal technical training and maintenance seminars and workshops for field engineers or customers
• May calibrate equipment on-site for large volume customers

We are dedicated to fostering a healthy work environment that inspires teamwork and innovation in a global scientific community. A place where everyone can achieve their potential, with a team that aims high, in a company that supports a flexible working environment with your well-being in mind.

Hear about our thoughtful culture, our work, and what we love about our company. Take a glimpse into life at Agilent!

Qualifications

• Bachelor's or Master's Degree in physical science or engineering or similar/ equivalent experience
• Several years of relevant work experience in a similar role, as a service technician, process engineer or in a customer-facing field position
• Must be able to obtain and hold security clearance to gain access to customer sites
• Valid UK driver’s license

Apart from these more technical skills, we are also looking for:

• a strong drive to learn and expand your skills, enjoy working remotely, whilst engaging and visiting customers on-site,
• excellent written and verbal communication skills, and the ability to coordinate and prioritize efficiently.
• Strong attention to detail and processes, ensuring compliance with Agilent's Quality standards, ability to handle customer expectations, and balance customer requirements with business needs.

What we offer:

A home-based position where 75% travel equals an average of 2 days away from home per week (a tool car allowance will be available to you).

We will ensure you get all the training and development opportunities you need to become the best in your field, including learning about new applications and workflows in Agilent’s innovative demo facility.

Agilent offers core global benefits to all staff - but in addition to these, the business offers Agilent Result Bonus, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities.

We are committed to making Agilent the best place to work for everyone by providing a truly inclusive work experience. Together, through collaboration, as One Agilent, we are better able to deliver trusted answers to our customer’s critical questions because we know there is work to be done.

Additional Details

This job has a full time weekly schedule.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/locationsAgilent 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:

75% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support