Program Administrator
About The Position
As an Enterprise Program Administrator, you work with assigned customers, service vendors, and others as needed to meet customer service requirements. The role includes scheduling preventive maintenance and repair services, ensuring service requests are handled promptly, and responding to customer requests and inquiries. It may also involve recommending vendors, administering procurement functions, and reporting costs. You have ownership of support delivery for assigned customers and manage service delivery end to end, including third-party provider schedules, performance, and costs. The position has a full-time weekly schedule and includes the option to work remotely. Travel is required 10% of the time.
Requirements
- A degree or an equivalent combination of education and experience.
- At least 3 years of meaningful experience.
- Experience using customer database systems.
- Strong planning and interpersonal skills.
- Previous experience scheduling service events.
- Excellent communication skills.
- Demonstrated efficiency working in a team environment.
- Ability to effectively advise the actions of others.
- Ability to work remotely with team members.
- Excellent keyboarding skills and knowledge of PC applications, including Microsoft and SAP products.
- Ability to understand and apply appropriate quality improvement processes.
- Must meet customer site access requirements, including GMP training and medical requirements.
- Ability to adjust quickly to process and policy changes.
- Availability for occasional travel, including overnight training and other Agilent activities.
Nice To Haves
- Previous experience working in a GMP environment.
- Knowledge of GxP guidelines and requirements.
Responsibilities
- Schedule on-site repairs for contract, warranty, and trade requests.
- Schedule preventive maintenance and compliance services.
- Maintain and use accurate coding standards to ensure data accuracy.
- Own support delivery for assigned customers.
- Communicate with customers to clarify expectations, address expectation issues, and provide updates on call status.
- Handle customer feedback and communication.
- Communicate with and coordinate schedules for third-party service providers.
- Develop customer relationships, using tact, persuasion, and negotiation as needed.
- Contact external and internal customers at all levels.
- Raise partner concerns about customer issues with Support Management.
- Resolve problems of varying complexity that involve multiple departments.
- Manage services end to end.
- Understand service management asset delivery needs, service levels, and costs.
- Manage third-party service delivery within customer systems and processes.
- Report on and supervise third-party delivery and costs.
- Recommend improvements to service delivery and costs that meet customer needs and requirements.
Benefits
- Eligibility for bonus, stock, and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
