Description
Agilent is a global leader in laboratory and clinical technologies, passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. We can't wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at.
As our new Service Contact Center Director,
You will be responsible for managing a team of 50+ employees including our Scheduling and Remote Engineering functions for Benelux, the Nordics, France, and Switzerland. Your key responsibilities will include:
Lead/manage people and teams responsible for onsite service scheduling and remote technical support functions and is responsible for the performance of these teams.Apply in-depth understanding of organizational strategy and priorities to identify focus areas, outline project plans and align subordinate team expertise and resources.Delegate projects to subordinate managers and teams and oversee execution and implementation.Establish operational objectives and assignments to create alignment in subordinate organization.Resolve conflicting priorities; provide guidance to subordinates on complex challenges and assignments.Resolve challenges within managed organization where solutions are not clearly defined.Develop and administer organizational structure, department budgets, schedules, and performance standards to meet organizational goals.Design and oversee tactical business plans, policies, processes, and projects in support of organizational strategies; provides feedback on program effectiveness.Collaborate with partner functions (Sales, Service, Customer Operations, Customer Service) on matters that influence organizational goals, strategies, policies, procedures, or processes.Regular interaction with senior leaders within the organization or occasionally in other functions.May interact with third-parties (regulators, vendors/suppliers) on behalf of Agilent.Qualifications
We are looking for a motivated individual with the following background:
Ideally a University Degree in a Life Science (Chemistry, Biology, Pharmacy, etc.) or Business related field.Significant experience in a senior leadership position (managing managers/supervisors) leading a customer service, contact center, or technical support department/organization.Knowledge of laboratory environments and Agilent's markets would be a strong advantage.Full proficiency in English and at least one of the following languages: German, French, or Dutch.On a personal level, you are a natural and empathetic leader, a real strategic thinker, and always customer-focused. By sharing your vision, you are able to inspire your teams to perform.
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