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. 

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.