This is an exciting opportunity for you to join a successful team of a multi-national, multi-lingual, trained service team at the Agilent Global Service Contact Center in Barcelona, delivering day-to-day support services for Agilent's Life Science and Chemical Analysis customers.
Role and responsibilities :
As an Install Success Coordinator , you will primarily organize all facets of the customers instrument installation services , from site preparation to confirming that the customer is successfully using their new instrument.
You will focus on the customer’s end-to-end installation experience for all analytical instrumentation. You will be the customer’s initial contact when it comes to scheduling the instrument installation service, managing the planning of on-site visits or training events for new instrumentation.
You are directly responsible for meeting customer and Agilent response times, as well as providing quality service throughout.
Your objectives will be :
Effective planning of the end-to-end installation delivery process, from coordinating site preparation through to installation completion
Successfully manage communications with the customer and internal stakeholders, ensuring clear timelines and expectations are set
Prioritization of customer install onsite response times, in alignment with customer expectations and Agilent measures
Build strong relationship with our business partners to strengthen our ability to deliver a superior customer experience.
Business partners include : Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Consumable Sales, Applications Team, Consultants & the Business Center
Manage the end-to-end installation delivery process, with a key focus on effective planning and communication
Complete thorough site preparations, utilizing technical abilities to enable successful installation customer experience
Utilize basic technical knowledge to support customers on all installation services, partnering with Sales, Agilent F ield S ystem E ngineers (FSE), A uthorized S ervice P roviders (ASP), F ield A pplication E ngineers (FAE), and consultants, where required
Reserve the best resource by utilizing all scheduling tool capabilities.
Maintain accurate record of all communications and onsite offer dates provided to the customer, utilizing our business scheduling tools (SAP CRM / MRS)
Partner with the Customer Success Coordinator to organize the most cost-effective resource, by assigning the right service engineering resource, in the right location, at the right time;
collaborate with the Global Customer Field Solutions team and field resources to ensure we are quickly responding to all customer onsite requests
Track and address all issues and gaps as they are identified, and escalate to Service Business Managers where appropriate
Utilize knowledge of Agilent process and procedures to provide a superior customer experience
Arrange and plan complex, high impact installation services with subject management support
Ensure all working relationships follow Agilent Technologies Standards of Business Conduct