Agilent's Service Manager Talks Remote Resolution, Customer Satisfaction, And The Metrics That Matter

What does it take to make customer experience a top priority in today’s service industry? We launched the Service Intel Podcast to answer that question. In each episode, service leaders join us to discuss turning status-quo service into exceptional experiences. 

Recently, we were joined by Marco De Sanctis, Service Manager at Agilent Technologies. Marco joined Agilent in 2015 as a Field Service Engineer, eventually becoming a team lead and later a manager. Along the way, he gained a wealth of experience and learned what makes a great service organization. 

While Agilent has multiple divisions, Marco’s team is focused on ensuring service is going smoothly for hospital pathology labs. And as you might expect, working on service delivery in the field of diagnostics has some unique challenges compared to other industries. Here’s a preview of what Marco taught us in this episode: