Support Engineering Manager
Core
Lead Field Service Engineers and Service Tech teams to ensure successful implementation, installation, repair, calibration, and support of customer products and systems.
Role type
Senior IC Support Engineering Manager
Builds
Field service delivery processes and customer support programs
Domain
Life Sciences / Analytical Chemistry / Field Service
Deliverable
product features
Required skills
Team leadership, operational efficiency, financial metrics management, quality process improvement, technology utilization, daily operational decision-making
Preferred skills
Understanding of Agilent products, field service organization knowledge, growth mindset
Technologies
Escalations, Customer Feedback System (CFS)
Responsibilities
Lead team of Field Service Engineers and ASPs, drive customer-centric programs using feedback tools, manage costs and operational efficiency, collaborate with Sales for win-win outcomes, maintain technical resource capacity, optimize daily service operations, ensure compliance with delivery processes
Seniority
Senior, hands-on IC with management responsibilities