About the job: The primary responsibility of the Backup Scheduling Coordinator is to provide backup covering for all Scheduling Coordinators within our call center as needed.
They will help to ensure we continue to operate successfully and maximize the effectiveness and efficiency of our field organization, focusing on resource optimization and meeting customer expectations.
They will confirm all scheduling plans for Agilent Field System Engineers (FSE) and Authorized Service Providers for services such as installation, repair, and maintenance on analytical instruments.
They are the single point of contact for the Agilent field service team and customers for all onsite requests (includes scheduling and rescheduling).
The Backup Coordinator must be flexible and able to cover various shifts and responsibilities.
As a Backup Coordinator, you will: Schedule and confirm all planning and scheduling efforts for the field service team that come in through multiple avenues (Omni-Channel).Maintain accurate records of engineer availability and commitments, utilizing our business scheduling tools (SAP CRM/MRS).Partner with the Customer Success Coordinator and/or Install Success Coordinator to ensure the appropriate coverage plan is executed.Lead solutions that meet Agilent and customer's onsite needs, with the foresight to raise scheduling escalations when required.Escalate resource shortages with scheduling team lead and/or Scheduling Manager.Gain an in-depth knowledge of Agilent process and procedures, showing the ability to follow them with high attention to detail.Ensure all working relationships follow Agilent Technologies Standards of Business Conduct. Qualifications and skill requirements: French or German and English language proficiency required.Previous experience working in customer service, administration, or project management.Be dependable and reliable, having the ability to work flexible schedules.Detail-oriented to avoid making errors.Negotiation and time management capabilities.Understanding of Agilent customer base and markets we serve.Effective communication and interpersonal skills, with a focus on providing effective and timely communications.Planning and organizational skills.Capable of working flexibly and autonomously where required.Ability to thrive in a dynamic and fast-paced environment.Proactive attitude and an ability to generate ideas and problem solve.Driven to achieve a successful experience for the customer, whilst also achieving our internal measures.
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