Scheduling Success Coordinator

Agilent Technologies•Wilmington, DE

1d•$28 - $44•Onsite

About The Position

As a Scheduling Success Coordinator, your 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.

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

Responsibilities

Lead role for the scheduling team within a given geography to manage strategic planning of all onsite events and provide the Leadership team with a point of contact for escalations
Effective scheduling and optimization of Agilent Field System Engineers and Alternate Service Partner’s for installation, repair, and maintenance services, for instruments at customer sites
Successfully manage communications with the customer and internal stakeholders; influencing key stakeholders to provide optimal results for our customers
Prioritization of customer onsite response times, in alignment with customer expectations and Agilent measures
Build strong relationship with our internal business partners/stakeholders to strengthen our ability to deliver a superior customer experience
Single owner of the planning board to drive continuously improvements, reducing cost and increasing productivity
Determine and develop approaches to assignments and processes, contribute to continuous improvement efforts – resources optimization and customer satisfaction are the driving factors
Own the confirmation of all onsite service orders within an assigned geography
Personally responsible for meeting customer response times, providing quality service, and making sure all field resources are effectively deployed for customer on-site services
Ensure the most cost-effective Field Service Engineer is selected for services; rescheduling service where required to meet business objectives
Work collaboratively and partner with different departments to ensure that efforts to maintain customer satisfaction are consistent.
Lead solutions that meet Agilent and customer’s onsite needs, with the foresight to raise scheduling escalations when required
Maintain accurate record of engineer availability and commitments, utilizing our business enterprise tools
Proactively manage resource shortages independently or in collaboration with the appropriate leaders
Accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of Agilent Customer Survey
Utilize in-depth knowledge of Agilent process and procedures, showing ability to follow them with high attention to detail
Arrange and plan complex, high impact services with minimal management intervention
Ensure all working relationships follow Agilent Technologies Standards of Business Conduct