Product Support Engineer Expert
Core
Provide technical leadership and guidance to the global field organization for Agilent's ICP-MS product portfolio, managing complex technical escalations and ensuring product support readiness.
Role type
Expert-level Product Support Engineer (Atomic Spectroscopy)
Builds
Support strategies, design control processes, and training programs for ICP-MS instruments
Domain
Life Sciences instrumentation / Atomic Spectroscopy
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical leadership, Design Control processes, Design for Supportability (DfS), cross-functional collaboration, issue resolution, performance metrics analysis, mentorship
Preferred skills
Quality and/or Reliability Engineering experience, ISO 9001 environment experience, Team lead/Supervisor/Manager experience, Life Sciences instrumentation experience, test plan design
Technologies
None explicitly stated
Responsibilities
Provide technical leadership to Regional Support Specialists and stakeholders; Serve on New Product Introduction (NPI) and Product Revision projects; Ensure robust Design Control processes are implemented; Define and champion Design for Supportability requirements; Develop and maintain customer-facing documentation and training materials; Lead investigation and resolution of complex field issues; Monitor and assess field service competency and manage global product training; Develop and maintain performance metrics and dashboards; Drive continuous improvement initiatives; Act as a recognized technical expert providing guidance and mentorship
Seniority
Expert, hands-on IC with leadership responsibilities