Job Description

Primary Function (the primary purpose of the position): 

The Enterprise Program Coordinator is key driver of customer experience for Agilent Enterprise Services customers.

Day-to-day operational contact for Enterprise customers, ensuring all customer service requirements are executed in a timely and effective manner.

Responsible for coordinating with Customer, Agilent, and vendor stakeholders to deliver services required.  They respond to customer service requests or inquiries and ensure timely follow up action from the appropriate parties. The Enterprise Program Coordinator may also work with program stakeholders to resolve operational issues where necessary.

The onsite Enterprise Program Coordinator will be integrated directly into the customer day-to-day operations and become part of the onsite team. They will provide additional value by being physically present and execute a broad range of customized duties.

Schedule delivery of all planned maintenance or compliance servicesEnsure all services are completed as per program Key Performance Indicators (KPIs)Receive, log, and respond to all unplanned service requestsCoordinate delivery of all unplanned service requests where necessaryManage and fulfill all Agilent administrative requirements for service delivery i.e. CRM/ECC workflowsEnsure rigorous data collection during program operations in relevant systems and toolsWork with Strategic Program Manager to address operational escalations and issues that ariseFacilitate delivery of services to Enterprise customers e.g. ensuring site access and relevant safety trainings are completed prior to deliveryEscort vendor to instrument/lab where service is requiredManage and maintain customer systems where requiredManage and maintain customer physical service recordsRespond directly to customer enquiries on site

The duties and responsibilities described above are an illustration of the general nature of work required in this role. Additional tasks and duties may be assigned to the onsite Enterprise Program Coordinator to meet the customer needs. The full scope of an onsite Enterprise Program Coordinator will be documented in a program SOW.

QualificationsMinimum Undergraduate Degree.Degree in Scientific or technical field is preferred but not required.1 -2 years experience in similar environment preferred.Basic knowledge of GxP environments, guidelines, and requirements.Prior experience working in SAP/CRM environments or equivalent.Strong planning and organizational skillsExperience in coordinating and scheduling services for a client or organization is extremely beneficial.Experience with understanding and processing vendor quotations, PO issuance, and invoice processing is preferredComfortable working with large amounts of information at high levels of detail.Demonstrates ability to work effectively in a cross functional environment.Strong communication skills in local language (Verbal, written, and digital).Strong command of English required (Verbal, written, and digital).Demonstrated ability to move forward in the face of adversity and provide leadership, vision, drive, and innovation to complex situations.Agile, Adaptable, Innovative, Driven, Passionate, Bold, Risk Taker and Problem Solver.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required: Occasional

Shift: Day

Duration: No End Date

Job Function: Customer Service