📍 Job Overview

Job Title: Graduate Customer Support Engineer – Atomic Spectroscopy
Company: Agilent Technologies
Location: Cambridge, Cambridgeshire, United Kingdom (Remote with travel to customer sites)
Job Type: Full-time, Hybrid (4-5 days per week on-site, with occasional nights away)
Category: Customer Support, Technical Services
Date Posted: April 8, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: Hybrid (Remote with travel)

🚀 Role Summary

Support customers with on-site installation, implementation, maintenance, and training of Agilent's spectroscopy solutions (ICP-MS, ICP-OES, AAS).
Travel to customer sites in the Cambridge and North London area (company car provided).
Collaborate with internal teams and external partners to meet customer needs and expectations.
Maintain Agilent's customer service reputation by aligning with corporate policies and procedures.

📝 Enhancement Note: This role requires a strong customer focus, problem-solving skills, and the ability to work both autonomously and as part of a team. Successful candidates will have a passion for customer support and a keen interest in spectroscopy solutions.

💻 Primary Responsibilities

Customer Support: Respond to customer needs by providing repair, installation, upgrade, and preventive maintenance activities.
Service Scheduling: Contact customers in a timely manner and schedule services efficiently.
Stakeholder Communication: Connect with managers and the sales team to understand and meet customer needs and expectations.
Administrative Tasks: Complete administrative paperwork and computer reports promptly and accurately.
Feedback and Improvement: Provide feedback to product specialists, manufacturing, or OEM vendors concerning performance anomalies encountered.
Proactive Communication: Address customer requests for service and communicate proactively before, during, and after service.

🎓 Skills & Qualifications

Education: Recent university degree in a Chemistry-related field (Analytical Chemistry, Biochemistry, Biotechnology, etc.).

Experience: At least a first hands-on experience with spectroscopy solutions (ICP-MS, ICP-OES, AAS) through an internship, university project, or first position.

Required Skills:

Full proficiency in English
Valid driving license
Proactive and outgoing personality
Strong communication and interpersonal skills
Ability to work autonomously and as part of a team
Problem-solving skills

Preferred Skills:

Experience with customer support or service roles
Knowledge of spectroscopy solutions and their applications
Familiarity with laboratory equipment and instruments

📝 Enhancement Note: While not explicitly stated, having a basic understanding of electronics, troubleshooting, and hardware repair could be beneficial for this role. Additionally, experience with CRM software and remote support tools would be an asset.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £25,000 - £30,000 per annum (Based on market research for entry-level customer support roles in the UK with a focus on scientific instruments)

Benefits:

Permanent Contract
Outstanding company culture
Career development opportunities
Company pension scheme
Yearly company bonus
Company car
Private health care
Stock purchase plan
Medical & life insurance

Working Hours: 40 hours per week, with the option to work remotely. The role requires travel to customer sites 4-5 days per week, with occasional nights away.

🎯 Team & Company Context

Company Culture: Agilent Technologies is a global leader in laboratory and clinical technologies, committed to quality and innovation. They support cutting-edge life science research, patient diagnostics, and ensure the safety of water, food, and pharmaceuticals.

Team Structure: The customer support team consists of engineers who work both remotely and on-site to provide technical assistance and maintenance to clients. They collaborate with internal teams, such as product specialists, manufacturing, and the sales team, to ensure customer needs are met.

Development Methodology: Agilent follows a structured approach to customer support, focusing on proactive communication, efficient service scheduling, and prompt issue resolution. They emphasize continuous improvement and feedback to enhance their services and products.

Company Website: www.agilent.com

📝 Enhancement Note: Agilent Technologies places a strong emphasis on customer satisfaction and continuous improvement. Successful candidates will be expected to contribute to this culture by providing exceptional customer support and actively seeking ways to enhance their skills and the services they provide.

📈 Career & Growth Analysis

Customer Support Engineer Career Level: This role is an entry-level position within the customer support and technical services field. It offers an opportunity to develop technical skills, gain experience in customer support, and build a career in a global organization.

Reporting Structure: The Graduate Customer Support Engineer will report directly to the Customer Support Manager and work closely with other internal teams, such as product specialists, manufacturing, and the sales team.

Technical Impact: In this role, the engineer will directly impact customer satisfaction and the performance of Agilent's spectroscopy solutions. By providing exceptional support and maintenance services, they will contribute to the overall success of the company and its clients.

Growth Opportunities:

Technical Skill Development: Gain hands-on experience with Agilent's spectroscopy solutions and develop a strong foundation in customer support and technical services.
Career Progression: As the engineer gains experience and demonstrates their abilities, they may have the opportunity to progress to more senior roles within the customer support or technical services teams.
Broadened Technical Expertise: By working with a variety of Agilent's products and clients, the engineer may have the opportunity to develop a broader understanding of the company's offerings and their applications.

📝 Enhancement Note: Agilent Technologies offers a range of career development opportunities, including training programs, mentorships, and internal job postings. Successful candidates will have the opportunity to grow both personally and professionally within the organization.

🌐 Work Environment

Office Type: Agilent's offices are modern and well-equipped, providing a collaborative work environment for their employees. The company encourages open communication and teamwork among its staff.

Office Location(s): The primary office for this role is in Cambridge, Cambridgeshire, United Kingdom. However, the role requires travel to customer sites in the Cambridge and North London area.

Workspace Context:

Collaborative Workspace: Agilent's offices are designed to foster collaboration and teamwork, with open-plan workspaces and dedicated meeting areas.
Technical Equipment: The workspace is equipped with the necessary tools and software for engineers to perform their duties effectively, including laptops, tablets, and remote support software.
Cross-functional Collaboration: Customer support engineers work closely with other internal teams, such as product specialists, manufacturing, and the sales team, to ensure customer needs are met.

Work Schedule: The role requires a full-time weekly schedule, with the option to work remotely. Engineers are expected to travel to customer sites 4-5 days per week, with occasional nights away.

📝 Enhancement Note: Agilent Technologies values work-life balance and offers flexible working arrangements to accommodate the needs of its employees. However, this role requires a significant amount of travel and may occasionally require working outside of standard business hours to meet customer needs.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, assess communication skills, and ensure the candidate meets the basic requirements.
Technical Assessment: A hands-on assessment or case study to evaluate the candidate's understanding of spectroscopy solutions and their ability to troubleshoot and resolve technical issues.
Behavioral Interview: A structured interview focusing on the candidate's problem-solving skills, customer focus, and ability to work both autonomously and as part of a team.
Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss the candidate's fit for the role and the company's culture.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Familiarize yourself with Agilent's spectroscopy solutions (ICP-MS, ICP-OES, AAS) and their applications.
Brush up on your troubleshooting skills and be prepared to discuss your approach to resolving technical issues.
Practice explaining complex technical concepts in a clear and concise manner.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Agilent Technologies values candidates who are proactive, customer-focused, and passionate about providing exceptional technical support. Successful candidates will demonstrate strong communication skills, a keen interest in spectroscopy solutions, and a commitment to continuous learning and improvement.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Agilent places a strong emphasis on customer satisfaction and ensuring that their clients' needs are met.
Proactivity: The company values engineers who take a proactive approach to customer support and anticipate client needs before they arise.
Continuous Improvement: Agilent encourages its employees to seek ways to enhance their skills and the services they provide, contributing to the overall success of the company.

Collaboration Style:

Cross-functional Collaboration: Customer support engineers work closely with other internal teams, such as product specialists, manufacturing, and the sales team, to ensure customer needs are met.
Knowledge Sharing: Agilent encourages its employees to share their knowledge and expertise with one another, fostering a culture of continuous learning and improvement.
Teamwork: The company values teamwork and collaboration, with employees working together to achieve common goals and objectives.

📝 Enhancement Note: Agilent Technologies values employees who are proactive, customer-focused, and committed to continuous learning and improvement. Successful candidates will demonstrate strong communication skills, a keen interest in spectroscopy solutions, and a passion for providing exceptional technical support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting: The role requires strong troubleshooting skills and the ability to diagnose and resolve technical issues with Agilent's spectroscopy solutions.
Customer Expectations: Engineers must be able to manage customer expectations and communicate effectively with clients to ensure their needs are met.
Time Management: The role requires effective time management and the ability to prioritize tasks and meet deadlines, often working remotely and on-site at customer locations.

Learning & Development Opportunities:

Technical Training: Agilent offers training programs and resources to help engineers develop their technical skills and knowledge of the company's products and services.
Mentorship: The company provides mentorship opportunities to help engineers grow both personally and professionally within the organization.
Career Progression: As engineers gain experience and demonstrate their abilities, they may have the opportunity to progress to more senior roles within the customer support or technical services teams.

📝 Enhancement Note: Agilent Technologies offers a range of learning and development opportunities to help its employees grow both personally and professionally. Successful candidates will be proactive in seeking out these opportunities and committed to continuous learning and improvement.

💡 Interview Preparation

Technical Questions:

Spectroscopy Solutions: Be prepared to discuss your understanding of Agilent's spectroscopy solutions (ICP-MS, ICP-OES, AAS) and their applications.
Troubleshooting: Demonstrate your ability to diagnose and resolve technical issues with Agilent's products and provide examples of your troubleshooting skills.
Customer Support: Showcase your customer support experience and provide examples of your ability to manage customer expectations and communicate effectively with clients.

Company & Culture Questions:

Agilent's Mission: Discuss your understanding of Agilent's mission and how your role as a customer support engineer contributes to the company's overall success.
Customer Focus: Explain how you approach customer support and provide examples of your commitment to customer satisfaction.
Teamwork: Describe your experience working as part of a team and provide examples of your ability to collaborate with others to achieve common goals and objectives.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Agilent Technologies values candidates who are proactive, customer-focused, and passionate about providing exceptional technical support. Successful candidates will demonstrate strong communication skills, a keen interest in spectroscopy solutions, and a commitment to continuous learning and improvement.

📌 Application Steps

To apply for this Graduate Customer Support Engineer – Atomic Spectroscopy position:

Submit your application through the Agilent Careers website.
Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
Prepare for the phone/video screen by researching Agilent Technologies and the role of a customer support engineer.
Brush up on your technical knowledge of spectroscopy solutions and be prepared to discuss your troubleshooting skills and approach to customer support.
Practice explaining complex technical concepts in a clear and concise manner, and be ready to provide examples of your problem-solving skills and customer focus.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Agilent Technologies before making application decisions.

Graduate Customer Support Engineer – Atomic Spectroscopy