Job Description

About the role: 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 escalationsEffective scheduling and optimization of Agilent Field System Engineers and Alternate Service Partner’s for installation, repair, and maintenance services, for instruments at customer sitesSuccessfully manage communications with the customer and internal stakeholders; influencing key stakeholders to provide optimal results for our customersPrioritization of customer onsite response times, in alignment with customer expectations and Agilent measuresBuild strong relationship with our internal business partners/stakeholders to strengthen our ability to deliver a superior customer experienceSingle 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 factorsOwn the confirmation of all onsite service orders within an assigned geographyPersonally responsible for meeting customer response times, providing quality service, and making sure all field resources are effectively deployed for customer on-site servicesEnsure the most cost-effective Field Service Engineer is selected for services; rescheduling service where required to meet business objectivesWork 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 requiredMaintain accurate record of engineer availability and commitments, utilizing our business enterprise toolsProactively manage resource shortages independently or in collaboration with the appropriate leadersAccountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer SurveyUtilize in-depth knowledge of Agilent process and procedures, showing ability to follow them with high attention to detailArrange and plan complex, high impact services with minimal management interventionEnsure all working relationships follow Agilent Technologies Standards of Business ConductQualifications

Qualifications and skill requirements:

Academic degree with a technological/ engineering background; alternatively, an equivalent background/ experience in a similar role is desiredExperience working in customer service and/or project management requiredStrong planning and organizational skills, and high attention to detailNegotiation and persuasion skillsResourceful and solutions orientedCapable of working flexibly and autonomously where requiredBusiness collaboration capabilitiesUnderstanding and focus on leading solutions and being resourcefulFacilitate team collaboration and approach situations with maturity and diplomacyAbility to thrive in a dynamic and fast paced environmentProactive attitude and an ability to generate ideas and problem solveEffective communication and interpersonal skills, with a focus on being able to provide effective and timely communicationsDriven to achieve a successful experience for the customer, whilst also achieving our internal measuresFluent in Spanish and Italian with English.

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