Global Service Specialist

Do you want to   work in   an ambitious ,   international environment   where your technical   expertise   helps support   a 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 provide   laboratories in the   life science, diagnostic ,   and applied   markets   with instruments, services, consumables, applications, and   expertise .   Our solutions enable   customers to gain the answers and insights they   need   so they can do what they do best: improve the world around us.   More information   about Agilent is available at   www.agilent.com .   Agilent Diagnostic Service (ADS)   supports   cancer diagnostic   laboratories   worldwide. ADS   includes more than   150 Agilent Field Service Engineers ( FSEs), more than   50 Agilent external   service providers (ASPs ), and a Global Service Operations team. The Global Service Specialist (GSS)   role is part of   the Global Service Operations   team.   As a Global Service Specialist, you will be   the company’s   senior   service   expert   for a specific   pathology   instrument.   Your key mission will be to enable FSEs and ASPs to deliver consistent, high-quality service in the field and help   demonstrate   that ADS is a world-class diagnostic service organization.   This is   a   highly collaborative role 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   can-do   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.   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 must   be committed   to   delivering   the highest levels of   service quality. The role requires a seasoned service professional with strong technical   expertise , 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.

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