• Provide 1st-level support for the assigned product line and carry out long-term, schedulable on-site assignments within your region with regular travel. • Perform installation, repair, maintenance, and testing tasks. • Diagnose technical issues and determine appropriate solutions. • Prepare detailed service reports and ensure processes are documented promptly and accurately. • Follow all company procedures and protocols. • Work closely with the service team and ensure effective information sharing across the company. • On site with customers, understand their requirements and provide appropriate recommendations/briefings. • Build positive relationships with customers to support successful collaboration.

• Performs field service of Stryker Communications product line installed at the customer site • Troubleshoots and repairs complex technical issues • Direct interaction with customers to provide support and resolve customer complaints • Maintains quality records post servicing of equipment • Documents process of technical support from initiation of call through problem resolution

• Install, repair, upgrade, and maintain Agilent instruments to ensure reliable performance for customers • Respond quickly to customer service requests and keep them updated before, during, and after service • Plan and schedule service visits efficiently while coordinating closely with your manager and sales team to meet customer needs • Deliver accurate and timely service reports and documentation to ensure smooth follow-up and compliance • Share feedback and technical insights with product specialists, manufacturing teams, or vendors to help resolve product issues • Uphold Agilent’s reputation for excellent customer service by following corporate policies and providing professional, customer-first experience

• Perform advanced troubleshooting and repair on assigned equipment. • May also perform installation, validation and maintenance on assigned equipment. • Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members. • Lead communications with customers and serve as escalation point for customer-related concerns including installs. • Own customer issues from dispatch or identification of issue to resolution. • Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers. • Lead and communicate HQ and Zone or Area-level initiatives. • Co-lead regular team or modality meetings as required. • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently. • Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times. • Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner. • Effectively communicate and partner with teammates and colleagues. • Serve as a member of the account community for key accounts. • Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs. • Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business. • Keep up to date with competitor information and market trends. • Demonstrate strong commercial acumen. • Serve as a key member and leader of the account community for assigned accounts. • Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth. • Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies. • May include application training of clinical or scientific staff on designated equipment.