Product Support Engineer Team Lead

Agilent Technologies

Multiple Locations, United Kingdom

The Raman Spectroscopy Product Support Engineering team are the bridge between R&D, the Manufacturing entity and the field service team across our portfolio of Raman products, ensuring that high quality products are designed, engineered and manufactured by Agilent’s Raman Spectroscopy Product Line, in conformance with project derived customer requirements and Agilent expectations meeting effective support strategies for new and existing products. The Expert level role would provide supervision to the existing team, primarily engaged in process and administrative support ensuring project tasks and goals are achieved within project timeframes.

Task & Responsibilities:

Provide Team leadership the Raman Support Engineering group and project stakeholders;
Provide Quality & Product Support Engineering leadership to New Product Development and Product Revision programs;
Ensure effective Design Control, including comprehensive customer-centric input definition, as well as robust verification, validation & traceability. Ensure Quality, Reliability and Compliance requirements are incorporated;
Develop Design for Supportability (DfS) requirements for Product Life Cycle (PLC) projects that address existing issues and leverage opportunities that improve the customer experience. Drive implementation of DfS requirements to ensure an effective project launch;
Develop documentation and collateral for the customer and field team that is effective, complete and consistent with the quality and format of Agilent standards;
Lead resolution of raised field issues. Drive a cross functional group collaboration to ensure fast & trusted answers are delivered to customers that resolve the issue and improve the customer experience;
Monitor field competency and handle the global product training calendar. Manage the internal support portal site and ensure collateral is effective and updated;
Develop and update key dashboards of PSE function – class critical issues, most expensive repair work our Product Line and other metrics that may be developed from time to time.

This position is preferably based in our Harwell or Cheadle office (hybrid model) but can also be based remotely in the UK with occasional travel to Harwell.

Qualifications:

Bachelor’s degree in Engineering or Science field required. Advanced degree preferred;
Proficient work experience in engineering or science field;
Experience working within an ISO 9001 environment preferred;
Experience in Quality and/or Reliability Engineering or experience applying Quality tools and practices strongly preferred;
Experience of previously held Team lead/Supervisor or Manager position desired;
Experience in a Life Sciences instrumentation organization desired;
Experience with designing and/or implementing test plans desired;
Ability to communicate, collaborate and lead multi-functionally to resolve issues, including with customers, required;
Excellent verbal/written communication, interpersonal and computer skills required;
Attention to detail is a must.

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