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Success Scheduling Coordinator

4 months ago

Wilmington, Delaware, United States Agilent Full time


Job Description

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 escalations.
  • 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; influencing key stakeholders to provide optimal results for our customers.
  • Prioritization of customer onsite response times, in alignment with customer expectations and Agilent measures
  • Build strong relationship with our internal business partners/stakeholders to strengthen our ability to deliver a superior customer experience.
  • Single 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 factors.
  • Own the confirmation of all onsite service orders within an assigned geography.
  • Personally responsible for meeting customer response times, providing quality service, and making sure all field resources are effectively deployed for customer on-site services.
  • Ensure the most cost-effective Field Service Engineer is selected for services; rescheduling service where required to meet business objectives.
  • Work 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 required.
  • Maintain accurate record of engineer availability and commitments, utilizing our business enterprise tools.
  • Proactively manage resource shortages independently or in collaboration with the appropriate leaders.
  • Accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer Survey.
  • Utilize in-depth knowledge of Agilent process and procedures, showing ability to follow them with high attention to detail.
  • Arrange and plan complex, high impact services with minimal management intervention.
  • Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.


Qualifications
    • Academic degree with a technological/ engineering background; alternatively, an equivalent background/ experience in a similar role is desired.
    • 1+ experience working in customer service and/or project management required.
    • Demonstrated experience with Microsoft Office Products (Word, Excel, PowerPoint, etc.).
    • Prior experience with SAP applications a plus.
    • Strong planning and organizational skills, and high attention to detail.
    • Negotiation and persuasion skills.
    • Capable of working flexibly and autonomously where required.
    • Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications.
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.
Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email or contact
For more information about equal employment opportunity protections, please visit
Travel Required
No
Schedule
Schedule:Full time
Shift
Day
Duration
No End Date
Job Function
Services & Support