Installation Success Coordinator - US EAST

The Install Success Coordinator’s (ISC) primary responsibility is to handle all facets of the customers instrument installation services, from site preparation to confirming that the customer is successfully using their new instrument. They are focused on the customer’s end to end installation experience for all analytical instrumentation. They will be the customer’s initial contact when it comes to scheduling the instrument installation service and selecting the best onsite date and engineer that meets customer expectations. Overall, they own customer’s success with their new instrumentation.

The ISC is directly responsible for meeting customer and Agilent response times, as well as providing quality service throughout. By partnering with the Scheduling Success Coordinator, they will organize the most cost-effective resource (Agilent Field System Engineers (FSE), Authorized Service Providers (ASP), Field Application Engineers), by assigning the right FSE, in the right location, at the right time.

Objectives:

• Effective planning of the end-to-end installation delivery process, from coordinating site preparation through to installation completion

• Successfully manage communications with the customer and internal stakeholders, ensuring clear timelines and expectations are set

• Prioritization of customer install onsite response times, in alignment with customer expectations and Agilent measures; ensuring they confirm plans with the Scheduling Success Coordinator

• Build strong relationship with our business partners to strengthen our ability to deliver a superior customer experience. Business partners including Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Consumable Sales, Applications Team, Consultants & the Business Center

Responsibilities:

• Communicate site-preparation (incl. technical) requirements and discuss readiness to ensure successful installation site visit, as well as plan on-site visits or training events for new instrumentation, ensuring customer and Agilent response times are met, as well as quality service is provided throughout

• Plan on-site visits or training events for new instrumentation

• Ensure customer and Agilent response times are met and quality service is provided throughout the installation process

• Utilize basic technical knowledge to support customers on all installation services, partnering with Sales, Service Engineers, and consultants, where required

• Reserve the best resource by utilizing all scheduling tool capabilities and maintain accurate record of all communications and onsite offer dates provided to the customer, utilizing our enterprise scheduling tools (i.e.. SAP CRM,etc.)

• Partner with the Scheduling Success Coordinator to coordinate the most efficient resource, by assigning the right service engineering resource, in the right location, at the right time

• Collaborate with the Global Customer Field Solutions team and field resources to ensure we are quickly responding to all customer onsite requests

• Track and address all issues and gaps as they are identified, and bring up to Service Business Managers where appropriate

• Gain an in-depth knowledge of Agilent process and procedures, shows ability to follow them with high attention to detail

• Maintains accurate record of all communications and onsite offer dates provided to the customer, utilizing our business scheduling tools (SAP CRM/FSM)

• Ensures all working relationships follow Agilent Technologies Standards of Business Conduct

This position is a hybrid role, with a requirement to commute to the office on Tuesday, Wednesdays, and Thursdays. Hours are 8:30am-5:00pm EST.

• Academic degree with a technological/ engineering background; alternatively, an equivalent background/ experience in a similar role will be considered too

• 2+ years relevant experience

• Demonstrated ability to learn, process, and communicate technical information

• Logical approach to problem-solving, inventive, and results-oriented, with high attention to detail

• Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications

• Ability to work independently and in teams

• Proactive approach on all scheduling tasks

• In-depth experience in customer service and/or project management.

• Technical proficiency or familiarity with Agilent Analytical equipment is a plus

• Strong planning and organizational skills, and high attention to detail

• Capable of working flexibly and autonomously where required

• Driven to achieve a successful experience for the customer, while also achieving our internal success measures