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Service & Support Product Marketing Specialist
Hiring Entity: Agilent Technologies
Location: Loveland, CO - USA
Job Description:  Objective Define and implement the EPT service and support strategy to grow EPT's service and support revenue to > 25%. Position Description Manage the roadmap creation, program development, introduction and world wide market transition of new support and service (S&S) products for EPT. Design strategy and set of tactics that will meet or exceed the EPT BSS revenue growth and profit goals, >25% year. Develop and maintain aggressive, competitive S&S roadmap that will be used in conjunction with development groups like R&D, Knowledge Solutions, Applications Center and Support Planning to create, implement & position S&S offerings on MTD products.
  • Conduct competitive analysis's to determine product positioning, market segmentation, channel mix, pricing, knowledge products, Web delivery for EPT products.
  • Lead effort to acquire competitive studies, service analysis, etc. for the EPT product-line. Includes managing the market research project currently being done by consultants SMI.
  • Manage service products as a virtual business unit, meet profitability goal, drives fiscal planning for BSS and ensures basic intrinsic service cost recovery.
  • Drive service product strategy- product/ feature /customer research.
  • Implement marketing lifecycle for S&S products for EPT products.
  • Marketing promotions planning for S&S, for EPT, linked to MTD-wide efforts.
  • Creates S&S training materials
  • Drives creation of third party materials (if any), all in-box material for intrinsic services.
  • Coordinates general support policies with support planning counterparts
  • Custom solutions for Customer Team Gold Account request.
  • Set launch objectives, WW, (writes key messages, launch plans).
  • Work closely with ATG S&S to ensure smooth introductions and obsolescence of S&S products.
  • Work closely with the Support TME's, R&D, Knowledge Solutions and Application Centers to influence S&S product directions and feature designs.
  • Work closely with teams responsible for knowledge transfer to field & customers to ensure accurate messaging.
  • Execution excellence across functions.
  • Ensure that services contribute to increasing the loyalty of the Agilent/MTD customer base. Metrics for Position S&S roadmap covers 12/mo through 5 years.
  • Roadmap will contribute > 12%, 1st year, up 25% profit /year over BSS period.
  • 50% of solutions are executable in 80% of world, as standard process, repeatable/deployable products.
  • 30% or less of solutions require custom localization.
  • Remaining balance is custom or specific solutions that are priced accordingly and risk is shared with customers. We have broader knowledge of our customer's needs and understand the value they place on services.
  • We use this for evolving S&S roadmap.
  • We validate with world wide support organizations and develop change management process for phase. Metrics continued: We know our competitors S&S offering's. Our roadmap addresses competitive threats as appropriate.
  • What is Valued by the customer
  • Where we rank competitively
  • Gaps in offerings are identified, decisions on offering adjustments are timely, repeatable and high quality.
  • We can measure the number of sales where S&S products contributed to the decision to go with Agilent.
  • We can measure the percent of revenue growth for S&S Customers are openly commenting that S&S is improving or it is helping to improve their ROI. We meet schedule, scope & forecast of initiated S&S projects. S&S contract database is accurate to within 2 months of expiration date, consistently for 1+ years and the "time to renew" trend is decreasing.
  • Annual increase in service contract renewal rates
  • Contract penetration percentage is easily measurable
  • Renewal rate + time to renew is easily measurable.

Marginal Responsibilities Assist with BSS planning Help individual contributors develop skills and knowledge of S&S product marketing.
Skills Required Must Bachelor of Science or Bachelor of Arts, BS/BA in Engineering or Business related field, or equivalent combination of education and experience. 4 years product marketing experience 1-2 years experience in Support & Service product generation or function. Experience managing product profit and loss. Demonstrated ability to think out of the box. Demonstrated ability to create and implement strategic plans with proven business results Demonstrated ability to influence and work effectively/collaboratively across functions, entities. Demonstrated strong verbal/written communication skills Program management experience or demonstrated skills. Demonstrated ability to make decisions quickly, take risk and manage risk. Desired MBA Experience with mission critical service environments or high-availability services. Understanding of MTD markets, customers, technologies. Understanding of manufacturing and manufacturing test.

Contact: Debra Vaden
Contact Entity: Agilent Technologies
Contact Phone: 970.679.5674   
Contact Fax: 970-679-5112
Contact Email: debra_vaden@agilent.com
Date Postion Posted: June 15, 2000


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