Job Description Agilent is a global leader in laboratory and clinical technologies, we are 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 www.agilent.com.
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 Italy, Spain and the Core Qualification team for EMEA countries.
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 (e.g., 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) 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 Spanish
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. You have great interpersonal, communication and collaboration skills to interact and work with cross-functional teams. Whilst being flexible and adaptable, you have also strong planning and organizational skills.
We offer: An opportunity for you to make a significant impact in a world-class company and develop your skills A role among passionate colleagues, in a growth orientated and inclusive environment. You will become part of a caring and fast paced environment, built on integrity, sharing and trust Career development opportunities in an international company Competitive compensation and benefits package Work-Life-Balance programs Company pension scheme, yearly company bonus, private health care, stock purchase plan, medical & life insurance…
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 Occasional
Schedule Schedule:Full time
Shift Day
Duration No End Date
Job Function Services & Support
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