Job Description

The Vice President of the Greater China (China, Hong Kong, and Taiwan) Customer Service Organization is the leader for a strategically critical, highly visible, and rapidly growing region of Agilent technologies.  The Customer Service Organization is responsible for running and growing a large and complex field service business with a strong mix of both transactional and strategic customers.  He/she has accountability for driving a high-performance culture which delivers on Agilent's strategic objectives. This is accomplished by building loyalty with our customers, shareholders, and employees coupled with developing organizational capabilities to meet future business challenges. 

The role includes providing leadership and management oversight on all aspects of our field service business employees, systems, and processes as well the ability to execute the strategy in a rigorous manner.  The successful candidate will have both current and extended service business leadership experience.  He/she will need to have solid domain knowledge of Agilent’s Instrument, Software, and Services portfolio and a deep understanding of the customers and markets. He/she will have strong strategic and operational skills, as well as an ability to effectively communicate and collaborate cross-functionally at an executive level.

The Gr China CSO VP will provide direction and consultation to both the direct and extended Gr China CSO staff helping to define execution strategies, optimize organization resources, and harmonize processes. He/she will also partner with Global CSO executive staff members to set the Gr China Strategic field deployment strategy, and successfully execute the strategy with minimal direction and oversight.  The Gr China region includes over 750 Service professionals.

Primary Duties/Responsibilities of the VP Greater China CSO:

Accountable for leading the entire Customer Service Organization operation across the region.

Have P&L and resource accountability for the Region.  Lead the service business by partnering with Sales and driving business growth in the region. Develop service capacity and capabilities to deliver and have in place ongoing operational plans and performance management processes/tools.

Own Agilent Customer Experience and Employee Experience performance in the Region.

Accountable for the end-to-end service processes and customer experience from ticket receipt to closure.  Incorporate innovative business practices and models to drive customer loyalty in a very competitive landscape.

Understand and meet customer needs through the creation of services, the provision of effective delivery processes, and ongoing support.  Maintain customer alliances with key Agilent customers, as well as build strategic partnerships in order to execute the business strategies.

Drive Operational rigor to meet customer needs, service level agreements, and key business fundamental metrics.

Ensure strong cross functional collaboration with other business partners (Sales, OFS, COpC, SPL, etc).  For example, partner with the instrument and aftermarket sales teams to improve the connect rate of Agilent services.

Build and maintain strong relationships with key customers in the region. Regularly communicate with customers, resolve client queries, and increase revenue by promoting product innovation in collaboration with aftermarket sales teams and global strategic account team.

Drive Strategic and Operational Plans as well as organizational development in the Region.

Improve individual and team performance by increasing and honing skills and knowledge. Guide and coach the team to achieve their goals and objectives.

Execute upon and grow our highly transactional business model (operational excellence) as well as create a customer intimacy model for key accounts.

Actively foster a quality and continuous improvement culture within the organization challenging the status quo to improve business operations as well as efficiency and ease of doing business.

Review all business operations to ensure brand, culture and strategic objectives are achieved.  Safeguard the Agilent brand, reputation, and assets by ensuring policies and procedures are maintained and followed in accordance with corporate guidelines.

Qualifications

Bachelors or Master Degree or University Degree or equivalent.

Customer Service Operations Management or Similar Regional Management experience of 10+ years minimum.

Team building/development and cross-functional leadership skills, and track record of enhancing collaboration within an organization and across regions and functions.

Natural and authentic leadership with effective people & performance management and coaching skills.

Ability to shape and collaboratively drive the direction and vision for the CSO organization.

Exceptional business acumen. Competency of analyzing and acting on financial information to drive business results (costs & revenue).

Strong interpersonal skills with excellent written and verbal communication skills; fluent in English.

Promoter of Innovation and Change management.

Strategic thinking and results oriented with strong execution discipline.

Customer Experience advocate.

Experience in international/global business.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

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: 35% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support