Job DescriptionAs a Scheduling Success Coordinator, you will be the driving force behind enhancing the effectiveness and efficiency of Agilent's field organization, directly impacting the business's cost and revenue. Your focus will be on strategic planning to optimize the field service team and fulfill our customer service commitments. You will manage daily operations within a specific geography, consistently meeting and exceeding the expectations of our internal and external customers by assigning the right service engineering resource, in the right location, at the right time.
Objectives:- Assume a leadership role for the scheduling team within a specific geography, managing strategic planning of all onsite events and serving as the point of contact for leadership team escalations.
- Effectively schedule and optimize Agilent Field System Engineers and Alternate Service Partners for installation, repair, and maintenance services at customer sites.
- Successfully handle communications with customers and internal collaborators, influencing key stakeholders to achieve optimal results for our customers.
- Prioritize customer onsite response times in alignment with customer expectations and Agilent measures.
- Build strong relationships with our internal business partners/stakeholders to enhance our ability to deliver a superior customer experience.
- Take ownership of the planning board to drive continuous improvements, reducing cost and increasing productivity.
Your responsibilities:- Resolve and develop approaches to assignments and processes, contributing to continuous improvement efforts - with resource optimization and customer satisfaction as the driving factors.
- Lead the confirmation of all onsite service orders within an assigned geography.
- Take personal responsibility for meeting customer response times, providing quality service, and ensuring all field resources are effectively deployed for customer on-site services.
- Ensure the most efficient Field Service Engineer is selected for services; reschedule service where necessary to meet business objectives.
- Collaborate and partner with different departments to ensure efforts to maintain customer satisfaction are consistent.
- Lead solutions that meet Agilent and customer's onsite needs, with the foresight to raise scheduling customer concerns when required.
- Maintain an accurate record of engineer availability and commitments, using our business enterprise tools.
- Proactively handle resource shortages independently or in collaboration with the appropriate leaders.
- Be accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of the Agilent Customer Survey.
- Apply in-depth knowledge of Agilent process and procedures, demonstrating the ability to follow them with high attention to detail.
- Arrange and plan complex, high impact services with minimal management intervention.
- Ensure all working relationships adhere to Agilent Technologies Standards of Business Conduct.
Location: Must be commutable to the Wilmington, DE office
Hours: Monday-Friday, 11:00am-8:00pm
Qualifications- Technological/engineering degree or equivalent experience
- 2+ years of relevant experience
- Customer service and project management experience
- Strong organizational skills and attention to detail
- Negotiation and persuasion abilities
- Resourcefulness and solution-oriented mindset
- Ability to work flexibly and independently
- Business collaboration skills
- Team facilitation, maturity, and diplomacy
- Adaptability in a dynamic, fast-paced environment
- Proactive, idea-generating, and problem-solving attitude
- Effective and timely communication skills
- Commitment to customer success and internal goals
Additional DetailsThis job has a full time weekly schedule. Applications for this job will be accepted until at least December 11, 2024 or until the job is no longer posted.The full-time equivalent pay range for this position is $28.25 - $44.14/hr plus eligibility for bonus, stock and benefits. 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: 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 ...@agilent.com or contact +1-262-###-####. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.
Travel Required: 10% of the Time
Shift: Day
Duration: No End Date
Job Function: Customer Service