Support Engineering Manager

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

Job Description Lead the employees in Field Service Engineer and Service Tech Families to ensure successful implementation, installation, repair, calibration and support of customers’ (Agilent and/or non-Agilent) products (owned, leased or rented) and/or systems. Understand and meet customer needs through the creation of services, the provision of effective delivery processes, and ongoing support. Build partnerships with other support organizations to ensure profitable revenue growth, optimizing customer satisfaction.

Responsibilities

• Lead team of Field Service Engineers and ASPs (Agilent Service Providers) 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.

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.

Additional Details

This job has a full time weekly schedule. 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 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

Travel Required: 25% of the Time Shift: Day Duration: No End Date

Job Function

Services & Support

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As 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. Leveraging more than 50 years of expertise, we create advanced instruments, software, and consumables supported by teams of highly skilled and knowledgeable people. With 18,000 employees around the world, our global reach and comprehensive solutions provide the most reliable and accurate results, as well as optimal scientific, economic, and operational outcomes. We work collaboratively with our customers on their journey to make a real difference in human lives. Our culture is founded on trust, respect, and uncompromising integrity, and we pride ourselves on being a dynamic and inclusive workplace that celebrates diversity and fosters innovation. 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 Agilent.com.