Field Service Center Manager

Job Description

In this leadership role, the successful manager will work collaboratively across all internal organizations to ensure the success of Agilent by leading service engineers and technicians.  The Service Manager role provides an excellent opportunity for an experienced people manager to continue to grow their managerial and leadership skills.   The successful candidate will need to balance three overarching priorities:  Customer happiness, Employee Satisfaction and Business Excellence. 

This manager will be located at the Agilent Winooski, VT site to directly oversee service operations.

Responsibilities include:

• Direct supervision of service engineers and technicians to ensure successful implementation, installation, repair, calibration and support of customers’ hardware, software and/or network products and/or systems.

• Understands and meets customer needs through the implementation of services, the provision of effective delivery processes, and ongoing support.

• Ensuring supervised employees carry out Agilent’s Standards of Business Conduct and exhibit Agilent Values.

• Ensure understanding of global and local strategies.

• Ensuring supervised employees meet or exceed performance metrics.

• Work with employees on soft skills and technical skills development to support business needs.

• Aligns work schedules to meet the needs of the service center.  Includes FTO approval.

• Decision making on mid value expenditures (<$5,000)

• Engagement with sales channels and internal partners for sustained growth and optimizing customer satisfaction

• Review service center data and operations and utilize findings to improve service operations.

• Focus on customer solutions applying the Agilent portfolio of products and services and addresses customer concerns and quality issues in a timely manner.

• Other system approvals: expense parts, expense reports, etc.

• Implement global and local work policies.

• Provide timely and constructive input to the leadership team.

• Engagement to ensure employee happiness and retention. 

• Accountable party for service center audits; addresses all resulting corrections and recommendations

• Must consent to participate and meet Agilent approved customer/vendor credentialing requirements necessary to gain access to customer sites.

Requirements may include, but are not limited to, proof of identification, proof of certification to perform the work required, customer health and safety requirements, etc.

Qualifications

• Bachelor's, Master's Degree ideally within the science field -- e.g. chemistry, analytical chemistry, biochemistry, biotechnology or similar; may consider applicants with an equivalent combination of training, education and direct experience.

• 3+ years of experience in customer service and repair preferred

• 1+ years experience formally or informally leading people, projects and/or programs for entry to this level; 3+ years prior supervisory or management experience is helpful.

• Good understanding of Agilent’s products and brands.

• Demonstration of financial decision making.

• Excellent written and oral communication skills.

Additional Details

This job has a full time weekly schedule. Applications for this job will be accepted until at least August 25, 2025 or until the job is no longer posted.

The full-time equivalent pay range for this position is $111,840.00 - $174,750.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

Occasional

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support