at Agilent Technologies, Inc in Wilmington, Delaware, United States
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 answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at .
SCHEDULING COORDINATOR JOB DESCRIPTION
The Scheduling Coordinator's primary responsibility is to schedule all customer onsite requests, helping to maximize the effectiveness and efficiency of our field organization, focusing on resource optimization and meeting customer expectations. They will confirm all scheduling plans for Agilent Field System Engineers (FSE) and Authorized Service Providers for services such as installation, repair and maintenance on analytical instruments. They are the single point of contact for the FSE, ASPs and customers for all onsite requests (that includes scheduling and rescheduling). Overall, they own the scheduling planning board and continuously driving towards daily improvements.
The Scheduling Coordinator is directly responsible for meeting customer response times, providing quality service and making sure all field resources are effectively deployed for customer on-site services. They need to ensure the most cost-effective resource is selected, by assigning the right FSE, in the right location, at the right time.
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 relationship 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
Ensures that all processes and timelines are followed closely for the most efficient results possible
Schedules and confirms all planning and scheduling efforts that come in through multiple avenues (Omni-Channel)
Determines and develops approaches to assignments and processes, contributes to continuous improvement efforts - resources optimization and customer satisfaction are the driving factors
Maintains accurate record 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
Leads solutions that meet Agilent and customer's onsite needs, with the foresight to raise scheduling escalations when required
Proactively manages resource shortages, in cooperation with the Service Business Manager
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
Utilizes in-depth knowledge of Agilent process and procedures, shows ability to follow them with high attention to detail
Arranges and plans complex, high impact services with minimal management intervention
Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.
Minimum 3+ years' experience working in customer service, administration, or project management
Bachelors or master's degree in at least one of the relevant fields is a plus (Science, Engineering)
Requires complete understanding of general and technical aspects of job
Strong planning and organizational skills, and high attention to detail
Resourceful and solutions oriented
Capable of working flexibly and autonomously where required
Business collaboration capabilities
Understanding and focus on leading... For full info follow application link.
Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.