We are seeking a strategic and collaborative leader to serve as Director, Internal Product Support within the CrossLab Services Division. This role is responsible for leading global teams that ensure service readiness, field enablement, and high-quality support across our software, service core portfolio, and instrument solutions.
This role is critical in enabling operational excellence for new product introductions, improving customer experience through fast issue resolution, and driving alignment across R&D, Product Management, and Field Operations.
Key Responsibilities:
Lead internal support teams across digital products, compliance/MVS, and core services
Ensure global service readiness and product support for new and existing offerings
Drive resolution of systemic issues and escalations through root-cause thinking
Collaborate with global stakeholders to improve serviceability and lifecycle performance
Support talent development and process improvement across the support function
Responsible for managing the development of support strategies for new products and for the resolution and containment of product support escalations for the business
Accountable for metrics related to responsiveness to field and customer issues
Executes and/or develops strategies, customer relationships, and specific programs to achieve business objectives
May have responsibility for developing training strategies for Application Engineers, Field Service Engineers and Remote Support Engineers
May manage relationships with third parties, such as vendors and product partners
Bachelor’s or Master’s Degree or equivalent plus directly relevant experience.
Minimum of 5 years' experience formally or informally leading people, projects and/or programs.
Proven experience in technical support, services, or product operations
Strong leadership skills in a global, matrixed environment
Knowledge of software, service models, and instrument platforms
Track record of cross-functional collaboration and operational improvement
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Additional Details
This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least June 10, 2025 or until the job is no longer posted.The full-time equivalent pay range for this position is $201,792.00 - $315,300.00/yr plus eligibility for bonus, stock and benefits. 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/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.Travel Required: 25% of the TimeShift: DayDuration: No End DateJob Function: MarketingSimilar Jobs
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Analytical scientists and clinical researchers worldwide rely on Agilent to help fulfill their most complex laboratory demands. Our instruments, software, services and consumables address the full range of scientific and laboratory management needs—so our customers can do what they do best: improve the world around us. Whether a laboratory is engaged in environmental testing, academic research, medical diagnostics, pharmaceuticals, petrochemicals or food testing, Agilent provides laboratory solutions to meet their full spectrum of needs. We work closely with customers to help address global trends that impact human health and the environment, and to anticipate future scientific needs. Our solutions improve the efficiency of the entire laboratory, from sample prep to data interpretation and management. Customers trust Agilent for solutions that enable insights...for a better world.
