Job Description
About the role:
As a Scheduling Success Coordinator (French Speaker), 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.
Objectives:
- 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
Your responsibilities:
- 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
Qualifications
Qualifications and skill 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
- Fluent in both French and English.
We offer:
- Agilent offers core global benefits to all staff - but in addition to these, the business offers, Stock Purchase Plan, Life Insurance, Pension, Healthcare, Employee Assistance Program, Holiday, and Company activities (these may vary from country to country)
- An opportunity for you to grow within a world-class company to develop your skills.
- An independent job among good colleagues, in a growth orientated conglomerate. You will become part of a caring and fast paced environment, built on integrity, information, and trust.
- Be part of a company where we value quality in the solutions we deliver to our customers, with our employees and in relation to the processes we work with.
- A dedication to work/life balance.
Additional Details
This job has a full time weekly schedule.
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