Installation Success Coordinator

Agilent Technologies•Wilmington, NC

13d•$28 - $44•Hybrid

About The Position

The Install Success Coordinator’s (ISC) primary responsibility is to manage 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.

Requirements

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
Strong planning and organizational skills, and high attention to detail
Negotiation and persuasion skills
Resourceful and solutions-oriented
Capable of working flexibly and autonomously where required
Business collaboration capabilities
Understanding and focusing on leading solutions and being resourceful
Facilitate team collaboration and approach situations with maturity and diplomacy
Ability to thrive in a dynamic and fast-paced environment
Proactive attitude and an ability to generate ideas and problem-solve
Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications
Driven to achieve a successful experience for the customer whilst also achieving our internal measures

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/MRS).
Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.