As an Enterprise Program Administrator, 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.
This is an onsite and customer-facing role.
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
Manage 3rd party service delivery within customer's system and processes
Report and track 3rd party delivery and costs
Recommend improvements for both delivery and costs that meet needs and requirements
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an extensive list of all responsibilities, duties, and skills required. In addition to the above, all employees are expected to:
Create a high-performance, inclusive work environment that prizes diversity and recognizes individual contributions
Maintain a work environment that is pleasant, flexible and injury free
Provide customers with the highest quality of products and services
Understand and apply appropriate management-sanctioned quality improvement processes
Bachelor's degree in life sciences (Chemistry, Biology, Microbiology, Biochemistry, etc.) highly desirable
Knowledge of chemical and physical testing instrumentation
2+ years working in a customer service environment
Experience working in a pharmaceutical laboratory
Degree, or equivalent combination of education and experience
Experience using SAP, ProCal or some other CMMS system
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
Additional Details
This job has a full time weekly schedule. Applications for this job will be accepted until at least December 10, 2025 or until the job is no longer posted.The full-time equivalent pay range for this position is $24.08 - $37.62/hr plus eligibility for bonus, stock and benefits. 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 Employment Opportunity and merit-based employer that values individuals of all backgrounds 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 creating and maintaining an inclusive in the workplace where everyone is welcome, 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 Required: OccasionalShift: DayDuration: No End DateJob Function: Services & Support
