Product Support Engineer

Job Description
Role purpose
The Product Support Engineer – Associate supports the definition and deployment of product support strategies for new and existing products throughout their lifecycle. Working with experienced Product Support Engineers and cross-functional partners, the role helps ensure products are supportable, serviceable and ready for effective introduction, manufacturing, field deployment and long-term support.
The role develops technical and product expertise through practical assignments across New Product Introduction, manufacturing support, service training, Tier 3 support and current product engineering. At Associate level, work is normally completed within defined processes and with guidance on complex, high-risk or unfamiliar topics.
Key responsibilities
New Product Introduction
Support the development and maintenance of Product Support Plans for assigned products or modules.
Contribute to Design for Supportability reviews and help capture service- and support-related product requirements.
Assist with defining and validating support and diagnostic tools, service parts, supplies and core service products, including installation, introduction and scheduled maintenance.
Contribute to user and service documentation and the initial service training material required for product release.
Support limited production and production release builds, product roll-out and ramp-to-volume activities.
Manufacturing and current product support
Provide technical support for limited production and production release builds under the direction of experienced engineers.
Assist with reviewing and updating work instructions and investigating manufacturing quality issues.
Participate in supplier, parts and supportability activities by providing relevant technical information and analysis.
Support enhancements to released products and approved product improvement activities.
Contribute to last-time-buy and long-term supportability planning by gathering product, service and parts information.
Service training and knowledge transfer
Assist with the development and maintenance of self-study, classroom and remote-learning service training material.
Support delivery of technical training, demonstrations and knowledge-transfer sessions as product competence develops.
Help maintain service documentation, troubleshooting content, diagnostic tools and Field Portal material.
Capture lessons learned from technical investigations and convert them into clear, reusable support content.
CSO and end-user support
Provide Tier 3 technical support for assigned products within agreed escalation processes and with guidance where required.
Collect technical evidence, reproduce issues where practical, perform structured fault investigation and document conclusions.
Support escalation management for customer issues associated with product design or manufacturing.
Contribute to Service Notes and other formal support communications under review and approval from the appropriate technical owners.
Support end-of-life and obsolescence activities for parts and instruments, together with maintenance of associated documentation and tools.
Interact with customers and internal service teams when assigned, communicating technical information clearly and professionally.
Cross-functional collaboration and improvement
Work with R&D, Quality, Global Operations, Marketing, Field Service and Remote Support to progress assigned technical activities.
Bring field and service feedback into product-supportability discussions and help translate experience into actionable improvement opportunities.
Support the sales channel with accurate product and support information when requested.
Follow applicable quality, safety, regulatory, information-control and business processes.
Level expectations
Builds working knowledge of assigned products, technologies and support processes.
Completes defined technical assignments using established methods, documentation and guidance.
Exercises judgement within the scope of training and experience, escalating complex, safety-related, high-impact or unfamiliar matters promptly.
Plans and prioritises assigned work, communicates progress and maintains accurate technical records.
Progressively assumes greater ownership as competence and product knowledge are demonstrated.
Qualifications
Minimum qualifications
Bachelor’s or Master’s degree, or equivalent, in engineering, physics, chemistry, life sciences, computer science or another relevant technical discipline.
Ability to understand technical or scientific concepts and apply structured problem-solving methods.
Clear written and verbal communication skills, including the ability to prepare concise technical information.
Ability to work collaboratively across functions and geographical locations.
Commitment to customer focus, product quality, safe working practices and continuous learning.
Preferred qualifications
Internship, placement, graduate or early-career experience in product support, field service, R&D, manufacturing, quality, software or scientific instrumentation.
Experience with fault finding, technical data analysis, laboratory equipment or analytical instrumentation.
Experience creating technical documentation, training content or structured investigation records.
Core competencies
Customer focus and professional communication
Technical curiosity and learning agility
Structured analysis and problem solving
Collaboration and cross-functional working
Accountability, organisation and follow-through
Attention to quality, safety and documentation
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: 10% of the Time
Shift: Day
Duration: No End Date
Job Function: Marketing