Field Service Engineer

Job Description

Every day, Agilent Field Service Engineers help our customers to tackle issues that enable scientists to make discoveries that improve the quality of life. Through our work, we deliver insights and provide support that keeps labs running smoothly and more efficiently. Join our multifaceted organization to be a part of this exciting work.

As a Field Service 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 dedication to deliver the highest levels of customer service is how you will build customer success.

The ideal candidate will be based in the North Carolina regions: Charlotte, Greensboro, Winston Salem or High Point.

You will be responsible for supporting our customers with on-site installation, implementation, maintenance and repair of company and multi-vendor systems solutions. Our multifaceted product lines include hardware, software, and networking products as well as operating systems.

• Installs and optimizes hardware/software/network products and configurations at customer sites.

• Respond to internal and external customer needs by providing repair, installation, upgrade, and preventive maintenance activity and service experience with ICP, ICP-MS, GC, and GC-MS instrumentation.

• Diagnoses and resolves product performance problems.

• Contact customers in a timely manner and schedules service efficiently

• Performs maintenance and repairs.

• Ensures customer happiness by advising customers on preventive maintenance and configurations, which may impact product performance.

• Connect with manager and sales team to ensure customer needs and expectations are clearly understood and met.

• Maintain Agilent's customer service reputation by following all corporate policies and procedures.

• Provide feedback to the Product Specialists, manufacturing or OEM vendors concerning performance anomalies encountered.

• Uses 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 Representatives and customers in the solutions.

• Serves as an internal resource on technical issues and manages product customer concerns.

• Collaborates 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 Representatives or customers.

• May calibrate equipment on-site for large volume customers.

• May qualify leads.

Qualifications

• Bachelor’s or master’s degree within the science field - e.g., chemistry, analytical chemistry biochemistry, biotechnology is a plus.

• 4+ years of experience in a similar position or experience as an end-user.

• Service experience with ICP, ICP-MS, GC, and GC-MS is a plus.

• Experience with the Agilent solutions is desired but not crucial.

• Verbal and written communication is clear, respectful, and timely.

• Travel: 35% 4-5 days per week in the field visiting customers. There will be an average of 5 overnights per month.

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Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least October 27, 2025 or until the job is no longer posted. In the US, this position is eligible for choice of company car or reimbursement for personal vehicle usage.

The full-time equivalent pay range for this position is $41.27 - $64.48/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional