Product Support Engineer Expert

Japan-Hachioji-shi

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 Atomic Spectroscopy Product Support Engineering team serves as the critical link between R&D, Global Operations, and the Field Service organization across Agilent's ICP-MS product portfolio. The team ensures that high-quality products are designed, engineered, and manufactured in alignment with customer requirements, project objectives, and Agilent quality standards. In addition, the team develops and implements effective support strategies for both new and existing products, enabling successful product deployment and lifecycle management.

The Expert-level Product Support Engineer provides technical leadership and guidance to the global field organization through the management of complex technical escalations. The role is primarily focused on process execution, technical coordination, and administrative support, ensuring that project objectives, deliverables, and support readiness activities are successfully achieved within defined timelines. The position plays a key role in facilitating cross-functional collaboration, driving issue resolution, and supporting the continuous improvement of product reliability, serviceability, and customer satisfaction.

Task & Responsibilities:

Provide technical leadership and direction to Regional Support Specialists, the Channel Assist team, and key project stakeholders, ensuring effective collaboration and alignment of support objectives across the organization.
Serve as the Product Support Engineering representative on New Product Introduction (NPI) and Product Revision projects, providing quality and supportability leadership throughout the product lifecycle.
Ensure robust Design Control processes are implemented and maintained, including comprehensive customer-focused requirements definition, design verification and validation, and full requirements traceability. Drive the integration of quality, reliability, regulatory, and compliance requirements into product development activities.
Define and champion Design for Supportability (DfS) requirements for Product Lifecycle (PLC) projects, addressing known product challenges and identifying opportunities to enhance serviceability, reliability, and the overall customer experience. Drive the successful implementation of DfS requirements to ensure launch readiness.
Develop, review, and maintain customer-facing and field-support documentation, training materials, and technical collateral, ensuring content is accurate, comprehensive, and compliant with Agilent quality and formatting standards.
Lead the investigation and resolution of complex field issues and technical escalations. Facilitate cross-functional collaboration between Service, R&D, Manufacturing, Quality, and Operations teams to deliver timely, effective, and customer-focused solutions.
Monitor and assess field service competency across the global organization. Manage the global product training program and calendar, ensuring engineers have access to current and effective training resources. Maintain the internal support portal and ensure all technical collateral remains accurate, relevant, and up to date.
Develop, maintain, and communicate key Product Support Engineering performance metrics and dashboards, including critical issue tracking, high-cost repair analysis, product reliability trends, and other operational metrics. Use data-driven insights to identify improvement opportunities and support decision-making across the Atomic Spectroscopy Product Line.
Drive continuous improvement initiatives that enhance product quality, serviceability, operational efficiency, and customer satisfaction across the ICP-MS product portfolio.
Act as a recognized technical expert within the organization, providing guidance, mentorship, and knowledge sharing to field service teams and cross-functional stakeholders.

Qualifications

Position Requirements:

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.
Spoken/written English language skills
Attention to detail is a must.

What we offer:

Permanent Contract in an international organization, offering a multifaceted working environment, with exciting challenges and opportunities.
Competitive compensation and benefits package (yearly company bonus, private health care, pension scheme, discounted stock purchase plan, medical & life insurance…)
Outstanding company culture
Career development opportunities

We will make sure you get all the training and development opportunities you need to become the best in your field.

This position is based at our Hachioji office with occasional international travel.

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.