Hybrid Manager, ESCS Solution Deployment and Engineering

at Agilent Technologies

• Job title: Manager, ESCS Solution Deployment and Engineering
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Nanjing, China

About the role

• Service delivery manager for SDE operations at Agilent, focused on customer journey in East China. Leading cross-functional teams and addressing client needs effectively.

Responsibilities

• Understand and address customer needs through continuous optimization of services and the provision of effective delivery processes aligned with organizational operations, ensuring quality, security and customer success.
• Translate China objectives into sub-regional tactical business plans, programs, and projects.
• Build and maintain strong collaboration with regional Agilent stakeholders such as Sales, Support, Call Center and Service teams in working with customers to deploy Agilent’s informatics software stack, in order to meet customer needs and drive long-term One Agilent customer value.
• Lead product escalations and troubleshooting issues onsite during heightened situations. This involves working with Agilent teams (Support, Sales, Marketing, R&D) to provide the best solution to the customer.
• Focus on Ease of Executing Business (EoEB) by aligning Sales, Services and Support before solution deployment.
• Improve Agilent services scheduling to avoid multiple customer rescheduling leading to lost time and under-utilized resources.
• Measure and report regional objectives and performance indicators. Frequently communicate and update the strategies and objectives of the organization. Responsible for regional P&L performance, including quarterly and annual reviews.
• Coach and develop team members to achieve the best utilization and performance of their time.

Requirements

• Bachelor’s or Master’s Degree or equivalent plus directly relevant experience.
• Typically, 5+ years of experience in the field of lab informatics projects and/or programs.
• Experience in managing complex customer projects and ability to position the role and value of software within a total solution.
• Strong communication skills with experience in remote team management, and ability to build effective partnerships based on mutual trust and respect.
• Demonstrate strong servant leadership and support of ESCS and Agilent’s strategic products and direction.

Benefits

• Option to work remotely