Senior Field Service Manager: Customer‑Focused Solutions

MY00 Agilent Technologies Sales (Malaysia); Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Agilent Technologies Malaysia is seeking a senior leader to head Field Service Engineers and ASPs, overseeing installation, repair, calibration and customer support for Agilent and non-Agilent products.

You will drive operational efficiency, manage costs, collaborate with Sales and other functions, and ensure customer-first delivery while growing service revenue and maintaining high satisfaction. Travel around 25% is required.

Qualifications

• Bachelor's or Master's Degree in a Science field (e.g., Chemistry, Analytical Chemistry, Biochemistry, Biotechnology, or similar), Engineering field or relevant work experience.
• 8-10+ years of industry experience.
• 3+ years prior leadership, supervisory, or management experience.
• Understanding of Agilent’s products and brands.
• Demonstration of financial decision making.
• Dedication to growth and development.
• Understanding of field service organization.

Responsibilities

• Lead team of Field Service Engineers and ASPs via ASP companies.
• Execute and lead by example on culture of customer passion, using tools like Escalations, Customer Feedback System (CFS) and provide feedback to develop and drive customer centric programs.
• Understand financial metrics, continually drive for operational efficiency, manage costs.
• Work closely with Sales and other functions, ensure win-win outcomes.
• Always put customers first.
• Maintain capacity and capability of Technical Resources to fit for business growth and customer requirements.
• Have thorough knowledge of daily service operations and how to optimize delivery.
• Make quick and sound daily operational decisions.
• Drive compliance to delivery processes.
• Lead use of Quality tools to improve processes.
• Use technology effectively.

Skills

Leadership

Financial decision making

Growth mindset

Field service knowledge

Education

Bachelor's or Master's Degree in Science/Engineering or related field

Job description

Agilent Technologies Malaysia is seeking a senior leader to head Field Service Engineers and ASPs, overseeing installation, repair, calibration and customer support for Agilent and non-Agilent products.

You will drive operational efficiency, manage costs, collaborate with Sales and other functions, and ensure customer-first delivery while growing service revenue and maintaining high satisfaction. Travel around 25% is required.