Enterprise Program Coordinator

The Enterprise Program Coordinator (EPC) is a key role in delivering Agilent Enterprise Solutions to our customers. They are the primary day-to-day operational contact with the customer for all of their program needs. The EPCs objective is to deliver a consistently differentiated customer experience and ensure operational excellence for programs/projects assigned to them.

The EPC coordinates all scheduled and reactive/unplanned services for the customer, working with internal and external partners in the process. They ensure that customer inquiries are directed to the appropriate parties internally/externally, and addressed in a timely manner. EPCs regularly work with cross-functional teams to define customer challenges, develop solutions, and implement them in daily operations.

Enterprise Program Coordinators will be integrated directly into the customer day-to-day operations and become part of the onsite team. They will provide additional value by being physically present and execute a broad range of customized duties defined in customer program agreements.

• Facilitate delivery of services to Enterprise customers e.g. ensuring site access and relevant safety trainings are completed prior to delivery

• Escort vendor to instrument/lab where service is required

• Manage and maintain customer systems where required

• Manage and maintain customer physical service records

• Respond directly to customer enquiries on site

The duties and responsibilities described above are an illustration of the general nature of work required in this role. Additional tasks and duties may be assigned to the onsite Enterprise Program Coordinator to meet the customer needs. The full scope of an onsite Enterprise Program Coordinator will be documented in a program SOW.

• Undergraduate Degree

  • Degree in scientific or technical field is preferred but not required.

• 1 -2 years experience at higher levels working in similar environment

  • Basic knowledge of GxP/Compliant environments, guidelines, and requirements preferred

• Strong customer service skills

• Strong planning and organizational skills

• Experience in understanding and processing technical service quotations, purchase order, and invoices

• Demonstrated ability to manage complex activity schedules (Planning, execution, issue resolution, closure)

• Demonstrated ability to manage large volumes of information at high level of detail

• Strong interpersonal skills, able to build effective working relationships with customers and business partners

• Effective communication skills, written and verbal

• Experience in customer service role, managing technical services

• Able to work in a highly cross functional environment

• Adaptable, ability to quickly assess situations and determine reasonable course of action

• Demonstrates strong focus on customer success

• Solution oriented mindset

• Experience operating with/in laboratory settings is strong advantage

• Experience working in SAP environment or equivalent

• Proficient with basic Microsoft Office tools