Solution Support Manager

Agilent Technologies; New Delhi; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Agilent Technologies in New Delhi, India, seeks a Solution Support Manager to ensure service excellence across complex products and workflows. You will partner with Sales, Service, and Solution teams to translate global strategies into country plans and drive profitable growth.

Lead and develop technical teams, implement improvement actions, and advance customer experience through proactive delivery and continuous learning initiatives.

Qualifications

• 10+ years in service or technical management roles, preferably in life sciences.
• Proven ability to lead large teams and drive service KPIs.
• Strong understanding of product/service delivery and workflows.

Responsibilities

• Translate regional/global strategies into country-level plans and priorities.
• Lead innovations and strategic programs to grow service revenue.
• Build and mentor high-performing technical teams for future readiness.
• Collaborate with Sales, Service, and Solution units for aligned execution.
• Enhance customer engagement, satisfaction, and productivity while reducing downtime.
• Drive efficiency, COS reduction, and value-added service expansion.

Skills

Leadership

Cross-functional collaboration

Strategic planning

Stakeholder management

Communication

Education

Bachelor’s/Master’s in Chemistry, Pharma, Engineering

Job description

Job Description

Agilent is a global leader in laboratory and clinical technologies, we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at www.agilent.com.

The Solution Support Manager is responsible for ensuring that the service organization is equipped to deliver complex business solutions, including high-end service support, new product introductions (NPIs), application workflows, and consultancy-based services. The role focuses on driving profitable growth of the customer service business by aligning with regional strategies and translating them into actionable country-level plans.

This position plays a critical leadership role in strengthening organizational capability, enhancing customer experience, and enabling efficient service delivery through proactive planning and cross-functional collaboration with Sales, Service, and Solution teams. The incumbent is also responsible for driving strategic initiatives, improving operational efficiency, and ensuring the organization remains future-ready to meet evolving customer and market demands.

1. Strategy & Execution

   • Translate regional and global strategies into clear country-level priorities and execution plans
   • Drive innovation, change initiatives, and strategic programs to support business growth
   • Identify gaps and implement improvement actions to strengthen service delivery

2. Capability Building & Talent Development

   • Build, mentor, and develop high-performing, future-ready technical teams

• Ensure readiness to support complex products, technologies, and workflows
• Drive succession planning, resource mapping, and continuous learning initiatives
• Foster a culture of innovation, collaboration, and continuous improvement

1. Cross-Functional Collaboration

   • Partner closely with Sales, Service, and Solution units to ensure aligned execution
   • Establish strong communication channels and collaboration frameworks
   • Act as a bridge between customers and internal stakeholders to ensure seamless delivery.

2. Customer Engagement & Experience

   • Build strong customer relationships through regular engagement and feedback
   • Drive initiatives to enhance customer productivity and minimize downtime
   • Ensure timely resolution of issues and improve overall customer satisfaction
   • Lead customer-centric programs and promote a culture of service excellence.

3. Business Delivery & Performance

   • Drive service revenue growth, operational efficiency, and cost optimization
   • Expand value-added service offerings and improve market penetration
   • Deliver on key performance metrics such as revenue, cost of service (COS), and customer experience (ACX)
   • Develop and implement programs to support sustainable business growth

Qualifications

• Bachelor’s/Master’s Degree in Chemistry, Pharma, Engineering, or related field
• 10+ years of relevant service or technical management experience
• Strong understanding of technical products, service delivery, and application workflows
• Proven leadership in team management, problem-solving, and cross-functional collaboration
• Good knowledge of service business metrics, operational efficiency, and customer experience
• Effective communication and stakeholder management skills

Additional Details

This job has a full time weekly schedule.

Agilent Technologies Inc. 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. Pay and benefit information by country are available at https://careers.agilent.com/locations.

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

50% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support