Admin

Job Description

As a Scheduling Success Coordinator, your primary role is to maximize the effectiveness and efficiency of Agilent’s field organization that impacts cost and revenue for the business. Focusing on strategic planning to optimize the field service team and meet our customer service commitments. As well as managing the daily operations within a given geography that continuously meets and exceeds the expectations of our internal and external customers by assigning the right service engineering resource, in the right location, at the right time.

Objectives:

• Lead role for the scheduling team within a given geography to manage strategic planning of all onsite events and provide the Leadership team with a point of contact for escalations

• Effective scheduling and optimization of Agilent Field System Engineers and Alternate Service Partner’s for installation, repair, and maintenance services, for instruments at customer sites

• Successfully manage communications with the customer and internal stakeholders; influencing key stakeholders to provide optimal results for our customers

• Prioritization of customer onsite response times, in alignment with customer expectations and Agilent measures

• Build strong relationship with our internal business partners/stakeholders to strengthen our ability to deliver a superior customer experience

• Single owner of the planning board to drive continuously improvements, reducing cost and increasing productivity

Your responsibilities:

• Determine and develop approaches to assignments and processes, contribute to continuous improvement efforts – resources optimization and customer satisfaction are the driving factors

• Own the confirmation of all onsite service orders within an assigned geography

• Personally responsible for meeting customer response times, providing quality service, and making sure all field resources are effectively deployed for customer on-site services

• Ensure the most cost-effective Field Service Engineer is selected for services; rescheduling service where required to meet business objectives

• Work collaboratively and partner with different departments to ensure that efforts to maintain customer satisfaction are consistent.

• Lead solutions that meet Agilent and customer’s onsite needs, with the foresight to raise scheduling escalations when required

• Maintain accurate record of engineer availability and commitments, utilizing our business enterprise tools

• Proactively manage resource shortages independently or in collaboration with the appropriate leaders

• Accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer Survey

• Utilize in-depth knowledge of Agilent process and procedures, showing ability to follow them with high attention to detail

• Arrange and plan complex, high impact services with minimal management intervention

• Ensure all working relationships follow Agilent Technologies Standards of Business Conduct

• Sensitive Security Information (SSI) Clearance – Aviation/Transportation. In aviation, airports, and transportation security, SSI stands for Sensitive Security Information. It is information that is not classified as government secret but is protected because releasing it could compromise security.

• Airport Signatory. Sponsoring employees who need airport identification badges or airside access.

Ensure that badge applicants have a legitimate business need to access restricted airport areas. Approving, signing, and submitting badge applications. Ensuring employees comply with airport security rules and regulations. Reporting changes in employment status (e.g., resignation, termination, role changes) that affect access privileges. Serving as the primary contact between the company and the airport's security/badging office.

• SAP CRM (Customer Relationship Management) is a software application from SAP that helps organizations manage their interactions with customers throughout the entire customer lifecycle—from sales and marketing to customer service and support. Create quotations and service orders. Schedule field service visits. Track service contracts and warranties. Generate quotations for repairs

Qualifications

• Bachelor of Science degree with a technological/ engineering background; alternatively, an equivalent background/ experience in a similar role is desired
• 1+ years Experience working in customer service and/or project management required
• Strong planning and organizational skills, and high attention to detail
• Negotiation and persuasion skills
• Resourceful and solutions oriented
• Capable of working flexibly and autonomously where required
• Business collaboration capabilities
• Understanding and focus on leading solutions and being resourceful
• Facilitate team collaboration and approach situations with maturity and diplomacy
• Ability to thrive in a dynamic and fast paced environment
• Proactive attitude and an ability to generate ideas and problem solve
• Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications
• Driven to achieve a successful experience for the customer, whilst also achieving our internal measures

Additional Details

Travel Required:

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