Global Service Specialist

About the Role

As a Global Service Specialist at Agilent Technologies, you will serve as the company’s senior service expert for a specific pathology instrument. Your key mission is to enable Field Service Engineers (FSEs) and external service providers (ASPs) to deliver consistent, high-quality service in the field, demonstrating that Agilent Diagnostic Service (ADS) is a world-class diagnostic service organization. This highly collaborative role involves working with stakeholders across ADS and other functions, including R&D, Marketing, Supply Chain, and QA/RA. Strong communication skills, creativity, technical judgment, and a proactive mindset are essential for success.

In addition to owning service responsibilities for a dedicated pathology instrument, you will contribute to cross-platform initiatives within the global service team, such as AI-supported processes for instrument log files, improved digital service checklists, and process improvements across both front-end and back-end service activities.

The preferred location is close to an Agilent site in EMEA or the US. Remote locations may also be considered, though this may require increased travel. The role involves collaboration across regions and time zones.

Responsibilities

• Provide global technical escalation support to FSEs, remote support specialists, and ASPs through phone, email, online collaboration, and occasional travel.
• Plan and deliver instrument training for FSEs and service partners, including onsite training, online training, and service training videos.
• Develop, maintain, and improve service documentation, including service manuals, checklists, training materials, service bulletins, and service notes.
• Define and manage spare parts, including part creation, obsolescence management, and recommended trunk stock.
• Monitor product and service issues and drive resolution through service forums and collaboration with stakeholders such as R&D, RA/QA, Supply Chain, and Marketing.
• Represent Service in R&D and project meetings to ensure serviceability is considered in future versions of instruments and solutions.
• Participate in supplier and partner meetings to ensure service requirements are understood and met.

Requirements

• 8+ years of service experience, preferably within diagnostic, pathology, laboratory, or complex technical instrumentation.
• Fluent in English, both written and verbal.
• Excellent communication, collaboration, and stakeholder management skills.
• Experience conducting technical training courses.
• Strong technical writing skills, with the ability to create clear service documentation and training material.
• Good analytical skills and the ability to understand complex processes, technical data, and service trends.
• Positive mindset with the ability to work independently, take ownership, and drive tasks and projects forward.
• Bachelor’s degree in engineering or equivalent practical experience.

Pay

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 https://careers.agilent.com/locations.

Schedule

• Full-time weekly schedule.
• Option to work remotely.
• Travel required: 10% of the time.
• Shift: Day.