Additional Information
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 Solution Support Manager is responsible for ensuring that the service organization is equipped to deliver complex business solutions, including high-end service support, new product introductions (NPIs), application workflows, and consultancy-based services. The role focuses on driving profitable growth of the customer service business by aligning with regional strategies and translating them into actionable country-level plans.
This position plays a critical leadership role in strengthening organizational capability, enhancing customer experience, and enabling efficient service delivery through proactive planning and cross-functional collaboration with Sales, Service, and Solution teams. The incumbent is also responsible for driving strategic initiatives, improving operational efficiency, and ensuring the organization remains future-ready to meet evolving customer and market demands.
1. Strategy & Execution
- Translate regional and global strategies into clear country-level priorities and execution plans
- Drive innovation, change initiatives, and strategic programs to support business growth
- Identify gaps and implement improvement actions to strengthen service delivery
2. Capability Building & Talent Development
- Build, mentor, and develop high-performing, future-ready technical teams
- Ensure readiness to support complex products, technologies, and workflows
- Drive succession planning, resource mapping, and continuous learning initiatives
- Foster a culture of innovation, collaboration, and continuous improvement
3. Cross-Functional Collaboration
- Partner closely with Sales, Service, and Solution units to ensure aligned execution
- Establish strong communication channels and collaboration frameworks
- Act as a bridge between customers and internal stakeholders to ensure seamless delivery.
4. Customer Engagement & Experience
- Build strong customer relationships through regular engagement and feedback
- Drive initiatives to enhance customer productivity and minimize downtime
- Ensure timely resolution of issues and improve overall customer satisfaction
- Lead customer-centric programs and promote a culture of service excellence.
5. Business Delivery & Performance
- Drive service revenue growth, operational efficiency, and cost optimization
- Expand value-added service offerings and improve market penetration
- Deliver on key performance metrics such as revenue, cost of service (COS), and customer experience (ACX)
- Develop and implement programs to support sustainable business growth
Agilent · India-new Delhi