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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
• Bachelor’s/Master’s Degree in Chemistry, Pharma, Engineering, or related field
• 10+ years of relevant service or technical management experience
• Strong understanding of technical products, service delivery, and application workflows
• Proven leadership in team management, problem-solving, and cross-functional collaboration
• Good knowledge of service business metrics, operational efficiency, and customer experience
• Effective communication and stakeholder management skills
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/locationsAgilent 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.Travel Required: 50% of the TimeShift: DayDuration: No End DateJob Function: Services & Support
