Field Service Engineer

Job Description

Job Function

Responsible for on-site and repair centre activities such as installation, implementation, maintenance and repair of company solutions which may include hardware, software and networking products as well as operating systems. Installs and optimizes hardware/software/network products and configurations at customer sites. Diagnoses and resolves product performance problems. Performs maintenance and repair services. Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business. Delivers (does not design) fully integrated solutions, which may include peripherals, communications, operating systems and applications software. Maintain performance in a professional manner and in line with assigned metrics, processes and procedures. 

Organizational  

This position has no direct reports or supervisory responsibilities.  

Span of control and authority 

• Schedules service calls with customers and Service Schedulers.   
• Performs service and documents per QMS Procedures.  
• Submits input for NCR, CAPA, and Complaints per QMS Procedures.  
• Solves complex, high impact problems related to product systems or solutions. 

Communication/Contacts: 

Internal: 

• Provide daily schedule updates to Schedule Coordinators. 
• Provide FTO Requests, Expense Reports, and Escalations to Manager. 

• Provides input to Global Service based on experience and investigations during field work. 
• Communicates with Americas Field Organization Diagnostic Service team regarding issues, escalations, resolutions, and best practices for assigned products. 
• Complete all required reports, checklists, or other documentation as required by process or procedures. 
• Communicate with Application and Sales teams to ensure proper support of customers while meeting business needs. 
• Communicate with QA, R&D, or other departments as needed for investigation and support of customer complaints. 

External:

• Communicate with customer before, during and after service events providing insights, updates to schedules, and resolutions in effort to provide great customer service and drive customer satisfaction. 

Job Responsibilities: 

• Follow Agilent Standards of Business Conduct and act according to Agilent’s values. 
• Must be able to travel Monday through Friday as required for business needs, including overnights. May include occasional weekend or off hours work to meet business or customer needs. 
• Complete all service actions in accordance with Service Manuals, Bulletins or other written instructions with uncompromising integrity. 
• Follow all Quality Management System (QMS) and Enterprise QMS instructions.  
• Complete Expense reports a minimum of every 14 days.  
• Maintain accurate trunk stock inventory and complete inventories as requested by management. 
• Maintain calibrated tools and other equipment in good working order, following processes for replacement and recalibration as directed. 
• Provide timely and accurate input to manager regarding escalations based on customer input or instrument/product performance. 
• Communicate with customers within 2 hours of being dispatched a service order. 
• Complete Service Confirmation using mService while on site as often as possible. 

• Communicate with Sales or Applications teams regarding insights gained from interaction with customers. 
• Maintain performance to meet minimum metrics and customer satisfaction targets.

Qualifications

Education: Associate degree, equivalent or higher. 

Experience: Three to Five years relevant experience for entry to this level. Requires ability to work independently. Must be proficient in electro-mechanical, pneumatic, fluidic and IT systems. 

High level of IT skills regarding Servers, LIS/LAN systems, IT Diagnostics & general Windows systems

Additional Details

Travel Required:

Shift:

Duration:

Job Function: