Description
Responsible for supporting customers through on-site activities such as installation, implementation, maintenance and repair of company and multi-vendor systems solutions which may include hardware, software and networking products well as operating systems. They will be expected to :
- Complex repairs on established products (80%)
- Scheduled services (20%)
- Account management
- Meet customer commitments
- Internal Duties
Key responsibilities include
Performs in-depth repairs of broad scope & complexityReceives broad assignments and directions; determines methods to achieve goalsProvides on-site installations, familiarization, PMs, compliance & completes documentation and obtains required signatures.Conducts regular account reviews with assigned customers. (where applicable / required). Includes necessary Agilent employees. Creates action plans based on feedback. Ensures plans are followed through to the customer’s satisfaction.Sets customer expectations regarding the type & terms of service to be provided by Agilent & reports problems / discrepancies to Management as appropriate.Understands and is able to convey deliverables to customersWorks with broad account team to optimize customer relationshipResponsible for promoting Agilent products, services and submitting leads.Provides product and services feedback to appropriate Agilent Technologies organizations.Provides accurate and timely data / information using the various reporting systems. (as determined by Global / Region SSD management)Parts and call administration quality and timelinessControls and maintains all assets used in the job.Responsible for triggering and managing the escalation process. Actively contributes to business growthQualifications
Bachelor's or Master's Degree or equivalent.
Independently manages multiple customer repairsWorks as part of an integrated account team including all business functions within Agilent.Proficient planning & organizational skillstroubleshooting skillscommunication skills - verbal, written and listeningTeamworkCustomer focusFollows through on commitments.Knows who and when to ask for helpKnows who the decision makers are and the best way to work up the customer’s management chain-of-command.Understands accounts’ service needs, identifies & acts on new service opportunitiesKnowledge of service products, features and benefitsProficient planning & organizational skills
Typically, at least 4 + years relevant experience for entry to this level.
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 : 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 : Occasional
Shift : Duration :
No End Date
Job Function : Services & Support
