Install Success Coordinator (French language)
Agilent Technologies
Barcelona, esp-b
hace 2 días

Job Description

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

    Your responsibilities

  • 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
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