Global Service Specialist

About Agilent Technologies

Agilent Technologies is committed to advancing cancer diagnostics and improving laboratory and patient outcomes globally. We support life science, diagnostic, and applied market laboratories with instruments, services, consumables, applications, and expert solutions that enable customers to deliver impactful results.

Role Overview

The Global Service Specialist (GSS) is a senior technical expert within the Global Service Operations team, focused on a specific pathology instrument. This role supports Agilent Diagnostic Service (ADS) teams worldwide by empowering Field Service Engineers (FSEs) and external service providers (ASPs) to consistently deliver top-quality service. This position involves collaborative work with departments including R&D, Marketing, Supply Chain, and QA/RA, demanding strong communication skills, innovative thinking, technical judgment, and a proactive attitude.

Key Responsibilities

• Provide worldwide technical escalation support for FSEs, remote support teams, and ASPs via phone, email, virtual collaboration, and some travel.
• Design and deliver comprehensive training for FSEs and partners, including onsite sessions, virtual courses, and instructional videos.
• Create, update, and enhance service documentation such as manuals, checklists, training resources, bulletins, and notes.
• Manage spare parts processes including part creation, obsolescence oversight, and stock recommendations.
• Track product and service issues, facilitating resolutions through service forums and cooperation with R&D, regulatory, supply chain, and marketing teams.
• Represent the service function in research and development and project meetings to ensure future products are designed with serviceability in mind.
• Engage with suppliers and partners to confirm service-related requirements are understood and fulfilled.

Candidate Profile

• Minimum of eight years' service experience, ideally within diagnostics, pathology, laboratory, or complex instrumentation environments.
• Fluent in English, both spoken and written, with excellent communication and stakeholder engagement skills.
• Experienced in delivering technical training programs.
• Proficient in technical writing for clear and effective service documentation and training materials.
• Strong analytical capabilities to comprehend complex technical processes, data, and service trends.
• Self-motivated with a positive, independent work ethic, able to manage and progress multiple tasks and projects.
• Bachelor’s degree in engineering or equivalent practical experience.

Additional Information

This role offers a full-time schedule with the flexibility to work remotely, though may require travel of approximately 10%. The preferred location is near an Agilent facility within EMEA or the United States, with possibility for other remote locations involving increased travel frequency. Salary ranges depend on location, skills, experience, and education. Agilent Technologies is an equal opportunity employer committed to diversity and inclusion across all recruitment processes.

Work Details

• Travel commitment: Around 10% of time
• Shift: Day shift
• Employment type: Permanent, ongoing position