Customer Service Operations

Job Description

Major Job Duties / 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 and/or Authorized Service Provider (“ASP”) is selected for services; rescheduling service where required to meet business objectives
• Work collaboratively and partner with different departments
• 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

Desired Skills / Knowledge :

• Strong planning and organizational skills, and high attention to detail
• Negotiation and persuasion skills
• Resourceful and solutions oriented
• Business collaboration capabilities
• Ability to thrive in a dynamic and fast paced environment
• Proactive attitude and an ability to generate ideas and problem solve
• Driven to achieve a successful experience for the customer, whilst also achieving our internal measures
• Ability to manage a highly pressurized and demanding multitasking environment on a daily basis, responding to sudden changes of priority and to management escalations with immediate solutions
• Strong planning and organizational skills
• Ability to set customer expectations correctly and manage difficult customer situations professionally
• Ability to handle customer onsite requests via telephone, fax/mail, web
• Effective and concise communication skills - verbal, written and listening (English)
• Ability to work independently and without direct supervision
• Knowledge of Microsoft Office Suite
• Knowledge of relevant SAP modules (ECC, CRM, FSM, BCM)
• Responsive to Customer Feedback to continuously improve processes and behaviors
• Compliance and adherence in call management, processes and procedures

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/locationsAgilent 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

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service