Primary role is to maximize the effectiveness and efficiency of Agilent’s field organization that impacts cost and revenue for the business
Focusing on strategic planning to optimize the field service team and meet our customer service commitments. As well as managing the daily operations within a given geography that continuously meets and exceeds the expectations of our internal and external customers by assigning the right service engineering resource, in the right location, at the right time
Works in strong partnership with Technical Remote Support Engineers and has direct responsibility of meeting contractual response times and ensuring all Agilent and Partner resources are effectively and efficiently deployed for customer on site attendance
Works closely with Sales and Support Organizations, Customer Operations Center, Support Parts Logistics and Authorized Support Providers to ensure timely delivery of services to our customers
Responsible for interfacing with customers, logistics,
manufacturing and/or sales or service representatives to handle a variety of pre-sales or post-sales service functions.
Responds to and /or assists Agilent trade customers and internal customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, repair /calibration requests, product changes or returns, accounts receivable collections, invoicing requirements, contract issues/administration or lease administration.
May be responsible for booking orders, upselling or cross-selling products and/or processing quotes.
In a factory setting, order fulfillment activities may include monitoring inventories and coordination of delivery of factory products.
May require ability to read/write in one or more languages.
Qualifications:
Requires higher education or specialized training/certification, or equivalent combination of education and experience.
Typically at least 3-6 years of relevant experience