Scheduling Success Coordinator

Scheduling Success Coordinator

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 handle 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, handling strategic planning of all onsite events and serving as the point of contact for leadership team issues.
• 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 costs and growing 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 efficiently 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 customers' 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 processes 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 are implemented according to Agilent Technologies Standards of Business Conduct.

Location: Wilmington, DE office

Hours: Monday-Friday, 8 am-6 pm

Hybrid Policy: Work from home on Mondays and Fridays, and Onsite Work on Tuesdays-Thursdays.

Qualifications

• 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 focusing 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

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least September 1, 2026 or until the job is no longer posted. The full-time equivalent pay range for this position is $28.27 - $44.17/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:

Travel Required:

Occasional

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service