Solution Support Manager

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.
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
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
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.
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.
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.
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:
50% of the Time
Shift:
Day
Duration:
No End Date
Job Function:
Services & Support

Work arrangement
No