Global Service Engineer - Remote, Training & Escalations

Agilent Technologies; Sheffield; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Agilent Technologies in the United Kingdom is seeking a Global Service Specialist to serve as the senior service expert for a pathology instrument. You will enable field staff and partners to deliver high-quality service and support across regions.

This role collaborates with R&D, QA/RA, Supply Chain, and Marketing; you will own service responsibilities, contribute to cross-platform initiatives, and drive improvements with a proactive mindset. Remote locations may be considered with some travel.

Qualifications

• 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.

Responsibilities

• 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.

Skills

English fluency

Communication

Stakeholder management

Technical training

Technical writing

Analytical thinking

Independent ownership

Education

Bachelor’s degree in engineering

Job description

Agilent Technologies in the United Kingdom is seeking a Global Service Specialist to serve as the senior service expert for a pathology instrument. You will enable field staff and partners to deliver high-quality service and support across regions.

This role collaborates with R&D, QA/RA, Supply Chain, and Marketing; you will own service responsibilities, contribute to cross-platform initiatives, and drive improvements with a proactive mindset. Remote locations may be considered with some travel.