Scheduling Success Coordinator - US WEST

As a Scheduling Success Coordinator, you will be the driving force behind enhancing the effectiveness and efficiency of Agilent’s field organization, directly impacting the business’s cost and revenue. Your focus will be on strategic planning to optimize the field service team and fulfill our customer service commitments. You will manage daily operations within a specific geography, consistently meeting and exceeding the expectations of our internal and external customers by assigning the right service engineering resource, in the right location, at the right time.

Objectives:

• Assume a leadership role for the scheduling team within a specific geography, managing strategic planning of all onsite events and serving as the point of contact for leadership team escalations.

• Effectively schedule and optimize Agilent Field System Engineers and Alternate Service Partners for installation, repair, and maintenance services at customer sites.

• Successfully handle communications with customers and internal collaborators, influencing key stakeholders to achieve optimal results for our customers.

• Prioritize customer onsite response times in alignment with customer expectations and Agilent measures.

• Build strong relationships with our internal business partners/stakeholders to enhance our ability to deliver a superior customer experience.

• Take ownership of the planning board to drive continuous improvements, reducing cost and increasing productivity.

Your responsibilities:

• Resolve and develop approaches to assignments and processes, contributing to continuous improvement efforts – with resource optimization and customer satisfaction as the driving factors.

• Lead the confirmation of all onsite service orders within an assigned geography.

• Take personal responsibility for meeting customer response times, providing quality service, and ensuring all field resources are effectively deployed for customer on-site services.

• Ensure the most efficient Field Service Engineer is selected for services; reschedule service where necessary to meet business objectives.

• Collaborate and partner with different departments to ensure efforts to maintain customer satisfaction are consistent.

• Lead solutions that meet Agilent and customer’s onsite needs, with the foresight to raise scheduling customer concerns when required.

• Maintain an accurate record of engineer availability and commitments, using our business enterprise tools.

• Proactively handle resource shortages independently or in collaboration with the appropriate leaders.

• Be accountable for customer satisfaction and developing customer relationships that promote retention and loyalty, inclusive of the Agilent Customer Survey.

• Apply in-depth knowledge of Agilent process and procedures, demonstrating the ability to follow them with high attention to detail.

• Arrange and plan complex, high impact services with minimal management intervention.

• Ensure all working relationships adhere to Agilent Technologies Standards of Business Conduct.

Location:  Must be commutable to the Wilmington, DE office

Hours:  Monday-Friday, 11:00am-8:00pm