Job Description
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
As a CrossLab Service Coordinator, your primary responsibilities will be to work with your assigned customer, service vendors, and others as required, to meet the customer's service requirements. This will include scheduling Preventative Maintenance and repair services, ensuring that service requests are acted on in a timely manner and responding to customer requests and inquiries. You may also be responsible for recommending vendors, administrating procurement functions and reporting costs.
Principal Duties and Responsibilities:
* Schedule on-site repair for contract, warranty, and trade requests.
* Schedule all Preventive Maintenance and Compliance Services.
* Maintain and use proper coding standards to ensure data accuracy.
* Has ownership of Support delivery for the assigned customer.
* Communicates with the customer to clearly identify and set expectations, addresses any expectation issues and keep customers updated on the status of their call.
* Manages customer feedback and communication.
* Communicates with and manages schedules with 3rd party service providers.
* Development of customer relationships, often requiring tact, persuasion and negotiation skills.
* Interfaces directly with External and Internal Customers of all levels.
* Initiates escalation to Support Management of Customer issues.
* Solves a broad range of problems varying in complexity, involving multi-departments.
* End to end service management.
* Understand service management asset delivery needs; service levels and cost.
Qualifications
Required Qualifications
* Degree, or equivalent combination of education and experience
* Experience using Customer Database Systems
* Previous experience working in a GMP environment
* Knowledge of GxP guidelines and requirements
* Strong planning and organizational skills
* Previous experience scheduling service events
* Excellent communication skills
* Detail-oriented person
* Sense of urgency
* Demonstrated effectiveness working in a team environment
* Demonstrated ability to successfully direct the actions of others
* Ability to work with team members remotely
* Excellent keyboarding skills and knowledge of PC applications -- including Microsoft and SAP products.
* Understand and apply appropriate quality improvement processes
* Must comply with all customer site access requirements including GMP training and medical requirements.
* Demonstrated ability to adjust quickly to process and policy changes
* Must be available for occasional travel that may include over-night stays for training and other Agilent activities.
Desired Qualifications:
* BA/BS degree (science focus preferred). Bachelor's degree in life sciences (Chemistry, Biology, Microbiology, Biochemistry, etc.) highly desirable
* Knowledge of chemical and physical testing instrumentation
* 5-7 years working in a customer service environment
* Experience working in a pharmaceutical laboratory
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.
Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.
Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030.
For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.
Travel RequiredOccasional
ScheduleSchedule:Full time
ShiftDay
DurationNo End Date
Job FunctionServices & Support
What We Do
Analytical scientists and clinical researchers worldwide rely on Agilent to help fulfill their most complex laboratory demands. Our instruments, software, services and consumables address the full range of scientific and laboratory management needs—so our customers can do what they do best: improve the world around us.
Whether a laboratory is engaged in environmental testing, academic research, medical diagnostics, pharmaceuticals, petrochemicals or food testing, Agilent provides laboratory solutions to meet their full spectrum of needs. We work closely with customers to help address global trends that impact human health and the environment, and to anticipate future scientific needs. Our solutions improve the efficiency of the entire laboratory, from sample prep to data interpretation and management.
Customers trust Agilent for solutions that enable insights...for a better world.
