Field Service Engineer

Responsible for on-site and repair centre activities such as installation, implementation, maintenance and repair of company solutions which may include hardware, software and networking products as well as operating systems. Installs and optimizes hardware/software/network products and configurations at customer sites. Diagnoses and resolves product performance problems. Performs maintenance and repair services.

Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business. Delivers (does not design) fully integrated solutions, which may include peripherals, communications, operating systems and applications software. Maintain performance in a professional manner and in line with assigned metrics, processes and procedures.

Organizational  

This position has no direct reports or supervisory responsibilities.  

Span of control and authority 

• Schedules service calls with customers, online customer service engineer, and Service Schedulers.   
• Performs service and documents per QMS Procedures.  
• Submits input for NCR, CAPA, and Complaints per QMS Procedures.
• Maintains a customer-facing focus and handles escalations  
• May support or lead any projects

Communication/Contacts: 

Internal: 

• Provide daily schedule updates to Schedule Coordinators. 
• Provide Flexible Time Off (FTO) Requests, Expense Reports, and Escalations to Manager. 

• Complete all required reports, checklists, or other documentation as required by process or procedures. 
• Communicate with Application and Sales teams to ensure proper support of customers while meeting business needs. 
• Communicates with Local Diagnostic Service team regarding issues, escalations, resolutions, and best practices for assigned products. 
• Provides input to Global Service based on experience and investigations during field work. 
• Communicate with QA, R&D, or other departments as needed for investigation and support of customer complaints. 

External:

• Communicate with customer before, during and after service events providing insights, updates to schedules, and resolutions in effort to provide great customer service and drive customer satisfaction. 

• →Follow Agilent Standards of Business Conduct and act according to Agilent’s values. 
• →Must be able to travel Monday through Friday as required for business needs, including overnights. May include occasional weekend or off hours work to meet business or customer needs. 
• →Complete all administrative tasks per procedures including timecard, expense report, service documentation (Global Service Report, Checklist, etc).
• →Complete all service actions in accordance with Service Manuals, Bulletins or other written instructions with uncompromising integrity. 
• →Follow all Quality Management System (QMS) and Enterprise QMS instructions.  
• →Document all complaints or reportable events per QMS procedures.
• →Maintain accurate trunk stock inventory and complete inventories as requested by management. 

• →Maintain calibrated tools and other equipment in good working order, following processes for replacement and recalibration as directed.
• →Complete Service Confirmation using mService while on site as often as possible, and submit the service report for closure within 24 hours of completion of the service events.

• →Provide timely and accurate input to manager regarding escalations based on customer input or instrument/product performance.  

• →Communicate with Sales or Applications teams regarding insights gained from interaction with customers. 
• →Maintain performance to meet minimum metrics and customer satisfaction targets.
• →Provide input to sales regarding any positive or negative input from customers such as competitive instruments, issues with product, etc
• →Provide input to managers and product specialists regarding the performance of instruments or other company products.

External Requirements

Education: Associate degree, equivalent or higher.  Experience: Three to Five years relevant experience for entry to this level. Requires ability to work independently. Must be proficient in electro-mechanical, pneumatic, fluidic and IT systems.  High level of IT skills regarding Servers, LIS/LAN systems, IT Diagnostics & general Windows systems