Customer Support Engineer – LC/MS

Job Description

Agilent inspires 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. Information about Agilent is available at www.agilent.com.

Every day, Agilent Customer Support 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 Customer Support 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. 

Your role:

• Installs and optimizes hardware/software/network products and configurations at customer sites.
• Respond to internal and external customer needs by providing repair, installation, upgrade, preventive maintenance and qualification activities on Liquid Chromatography (LC) and Mass Spectrometry (LC/MS) systems.
• Diagnoses and resolves product performance problems.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
• Communicate with manager and sales teams 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. 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.

• Proactively responds 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.
• Responsive to customer requests for service and communicate proactively before, during and after service.
• Train other field engineers and customers in the solutions.

Qualifications

• A bachelor's or master's degree in a science field (e.g., chemistry, analytical chemistry, biochemistry, biotechnology, or similar).
• 3+ years of experience in a similar position or experience as an end user.
• Knowledge of Liquid Chromatography, Mass Spectrometry instrumentation, application, installation, calibration, and validation experience is a plus.
• Experience with Instrument Software such as OpenLab, ChemStation, MassHunter, or similar a plus.
• Experience with troubleshooting and problem-solving.
• Experience with the Agilent solutions is desired but not essential.
• Verbal and written communication is clear, respectful, and timely.
• You enjoy traveling and visiting customers.
• You have a valid driver's license.
• Travel: 25% - 5 days per week in the field visiting customers

What we offer:

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.

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.

Option to Work RemoteYes

Travel Required25% of the Time

ScheduleSchedule:Full time

ShiftDay

DurationNo End Date

Job FunctionServices & Support