Scheduling Success Coordinator

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 www.agilent.com 

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

Works in strong partnership with Technical Remote Support Engineers and has direct responsibility of meeting contractual response times and ensuring all Agilent and Partner resources are effectively and efficiently deployed for customer on site attendance

Works closely with Sales and Support Organizations, Customer Operations Center, Support Parts Logistics and Authorized Support Providers to ensure timely delivery of services to our customers

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

• Negotiation and persuasion skills

• Resourceful and solutions oriented

• Business collaboration capabilities

• Ability to thrive in a dynamic and fast paced environment

• Proactive attitude and an ability to generate ideas and problem solve

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

• Ability to manage a highly pressurized and demanding multitasking environment on a daily basis, responding to sudden changes of priority and to management escalations with immediate solutions

• Strong planning and organizational skills

• Ability to set customer expectations correctly and manage difficult customer situations professionally

• Ability to handle customer onsite requests via telephone, fax/mail, web

• Effective and concise communication skills - verbal, written and listening (English)

• Ability to work independently and without direct supervision

• Knowledge of Microsoft Office Suite

• Knowledge of relevant SAP modules (ECC, CRM, FSM, BCM)

• Responsive to Customer Feedback to continuously improve processes and behaviors

• Compliance and adherence in call management, processes and procedures

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  Determine and develop approaches to assignments and processes, contribute to continuous improvement efforts - resources optimization and customer satisfaction are the driving factors.

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  Own the confirmation of all onsite service orders within an assigned geography.

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  Personally responsible for meeting customer response times, providing quality service, and making sure all field resources are effectively deployed for customer on-site services.

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  Ensure the most cost-effective Field Service Engineer and/or Authorized Service Provider (“ASP”) is selected for services; rescheduling service where required to meet business objectives.

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  Work collaboratively and partner with different departments.

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  Lead solutions that meet Agilent and customer’s onsite needs, with the foresight to raise scheduling escalations when required.

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  Maintain accurate record of engineer availability and commitments, utilizing our business enterprise tools.

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  Proactively manage resource shortages independently or in collaboration with the appropriate leaders.

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  Accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer Survey.

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  Utilize in-depth knowledge of Agilent process and procedures, showing ability to follow them with high attention to detail.

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  Arrange and plan complex, high impact services with minimal management intervention.

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  Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.

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  Develops a competency and skill sets in the team so they can perform their jobs effectively and efficiently.

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  Owns building their expertise in all job functions under the scheduling umbrella.

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  Provides scheduling backup support within a specified geography.

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  Communicate changes made to tools and processes; ensure adoption along with manager.

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  Assist with training/onboarding new team members.

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  Escalates scheduling challenges to management.

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  Provides input into and executes on user documentation and training material.

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  Responsible testing the scheduling tools that are in development, includes: developing of test cases, evaluating it for accuracy and usability and providing results to the Global Scheduling Architect.

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  Point of contact for the scheduling team on system defects.

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  Participates in relevant projects, meetings & workshops.

The Scheduling Coordinator Subject Matter Expert’s (SME) primary responsibility is to support the scheduling team within a given geography

Within the role, the SME will be accountable to assist in building the scheduling organization competency, provide scheduling backup coverage and participate in all scheduling related projects

The SME is expected to have deep domain knowledge of all the scheduling processes and tools utilized by the roles within the scheduling organization. They will participate/lead in new employee onboarding training events and conduct continuous best practice sessions for existing employees

During their backup coverage responsibility, they will be accountable to the same standards in meeting customer response times, providing quality service and making sure all field resources are effectively deployed for on-site service calls

 Their participation in all scheduling related projects allows them to provide scheduling insights that support future tool capabilities, process simplification and any other scheduling improvement initiatives. They are developing their skills to continue building their expertise

• Demonstrates consistency in approach for all field service management.

• Innovate and inspires others.

• Specialized depth and breadth of expertise in job.

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

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

• Understanding and focus on leading solutions and being resourceful.

• Facilitate team collaboration and approach situations with maturity and diplomacy.

• Highly proactive attitude and an ability to generate ideas and problem solve.

• Academic degree with a technological/ engineering background; alternatively, an equivalent background/ experience in a similar role is desired

• Experience working in customer service and/or project management required

• Minimum 5+ years’ experience working in customer service or project management

• Professional Certification that supports customer experience