Scheduling Coordinator

1 month ago

Mulgrave, Australia Agilent Full time

Description

As a Scheduling Success Coordinator , you will primarily schedule and confirm all customer on-site requests, helping to maximize the effectiveness and efficiency of Agilent’s field organization, focusing on resource optimization and meeting customer expectations. You will confirm all scheduling plans for Agilent Field System Engineers (FSE) and Authorized Service Providers (ASP) for services such as installation, repair, and maintenance on analytical instruments. You are the single point of contact for the FSE, ASPs and customers for all on-site requests (that includes scheduling and rescheduling). Overall, you own the scheduling planning board and will continuously be driving towards daily improvements. You are directly responsible for meeting customer response times, providing quality service and making sure all field resources are effectively deployed for customer on-site services, ensuring the most cost-effective resource is selected, by assigning the right service engineering resource, in the right location, at the right time. 

Your objectives will be: 

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  Prioritization of customer onsite response times, in alignment with customer expectations and Agilent measures  Build strong relationship with our internal business partners to strengthen our ability to deliver a superior customer experience. Business partners include: Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Contract Sales & the Business Center 

Your responsibilities:  

Ensure that all processes and timelines are followed closely for the most efficient results possible  Schedule and confirm all planning and scheduling efforts that come in through multiple avenues (Omni-Channel)  Determine and develop approaches to assignments and processes, contribute to continuous improvement efforts – resources optimization and customer satisfaction are the driving factors  Maintain accurate record of engineer availability and commitments, utilizing our business scheduling tools (SAP CRM/MRS)  Close collaboration with the Install Success Coordinator, Global Customer Field Solutions team, Online Technical Support team to ensure we are quickly responding to all customer onsite requests  Lead solutions that meet Agilent and customer’s onsite needs, with the foresight to raise scheduling escalations when required  Proactively manage resource shortages, in cooperation with the Service Business Manager  You are accountable for customer satisfaction and developing customer relationships that promote retention and loyalty; inclusive of Agilent Customer Survey, specifically for the Ease of Scheduling results  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.

Qualifications

Experience working in customer service or project management  Even though a technical degree is not required, you will need to have the ability to understand general and technical aspects of the job  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 
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

No

Schedule

Schedule:Full time

Shift

Day

Duration

No End Date

Job Function

Services & Support

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