Job Description
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the trusted answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com
About the role:
As a Scheduling Success Coordinator, you will primarily schedule and confirm all customer on-site requests, helping to maximize the effectiveness and efficiency of Agilent's field organization, focusing on resource optimization and meeting customer expectations. You will confirm all scheduling plans for Agilent Field System Engineers (FSE) and Authorized Service Providers (ASP) for services such as installation, repair, and maintenance on analytical instruments. You are the single point of contact for the FSE, ASPs and customers for all on-site requests (that includes scheduling and rescheduling). Overall, you own the scheduling planning board and will continuously be driving towards daily improvements. You are directly responsible for meeting customer response times, providing quality service and making sure all field resources are effectively deployed for customer on-site services, ensuring the most cost-effective resource is selected, by assigning the right service engineering resource, in the right location, at the right time.
Your objectives will be:
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
Prioritization of customer onsite response times, in alignment with customer expectations and Agilent measures
Build strong relationships with our internal business partners to strengthen our ability to deliver a superior customer experience. Business partners include Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Contract Sales & the Business Center
Your responsibilities:
Ensure that all processes and timelines are followed closely for the most efficient results possible
Schedule and confirm all planning and scheduling efforts that come in through multiple avenues
Determine and develop approaches to assignments and processes, contribute to continuous improvement efforts – resources optimization and customer satisfaction are the driving factors
Maintain accurate records of engineer availability and commitments, utilizing our business scheduling tools (SAP CRM/MRS)
Close collaboration with the Install Success Coordinator, Global Customer Field Solutions team, Online Technical Support team to ensure we are quickly responding to all customer onsite requests
Lead solutions that meet Agilent and customer's onsite needs, with the foresight to raise scheduling escalations when required
Proactively manage resource shortages, in cooperation with the Service Business Manager
You are accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer Survey, specifically for the Ease of Scheduling results
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.
Qualifications
Qualifications and skill requirements:
English language proficiency required / Swedish, Danish or Dutch is appreciated, but not mandatory
Experience working in customer service, administration, or project management
Even though a technical degree is not required, you will need to have the ability to understand general and technical aspects of the job
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
What we offer:
Agilent offers a competitive compensation and benefits package, as well as core global benefits to all staff - but in addition to these, the Spanish business offers:
Agilent Result Bonus
Health insurance
Internal and external training opportunities
Lunch vouchers
Gym Funding
Flexibility to work remotely two days a week
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/locations
Agilent 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:
No
Shift:
Day
Duration:
No End Date
Job Function:
Customer Service
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