Global Service Specialist

Do you want towork inan ambitious,international environmentwhere your technicalexpertisehelps supporta meaningful purpose?At Agilent Technologies, we are dedicated to advancing cancer diagnostics and improving outcomes for laboratories and patients worldwide.

Agilent inspires and supports discoveries that advance the quality of life. We providelaboratories in thelife science, diagnostic,and appliedmarketswith instruments, services, consumables, applications, andexpertise.Our solutions enablecustomers to gain the answers and insights theyneedso they can do what they do best: improve the world around us.More informationabout Agilent is available at.

Agilent Diagnostic Service (ADS)supportscancer diagnosticlaboratoriesworldwide. ADSincludes more than150 Agilent Field Service Engineers (FSEs), more than50 Agilent externalservice providers (ASPs), and a Global Service Operations team. The Global Service Specialist (GSS)role is part ofthe Global Service Operationsteam.

As a Global Service Specialist, you will bethe company’sseniorserviceexpertfor a specificpathologyinstrument.Your key mission will be to enable FSEs and ASPs to deliver consistent, high-quality service in the field and helpdemonstratethat ADS is a world-class diagnostic service organization.

This isahighly collaborative role withstakeholders acrossADS andotherfunctions, includingR&D, Marketing, SupplyChain, and QA/RA.Strongcommunicationskills, creativity, technical judgment, and a proactivecan-domindset areessentialfor success.

In addition to owning service responsibilitiesfor adedicatedpathology instrument,you will contribute tocross-platforminitiativeswithin the global service team.These may include innovative AI-supported processes for instrument log files, improved digital service checklists, and process improvements across both front-end and back-end service activities.

To be successful in this role,you mustbe committedtodeliveringthe highest levels ofservice quality. The role requires a seasoned service professional with strong technicalexpertise, excellent communication and collaboration skills, and the motivation to drive tasks, projects, and continuous improvements independently.

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

Your Role:

• 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.

• 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.