Agilent Technologies, Inc. Field Service Planning Coordinator in Amsterdam, Netherlands
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek –– so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
In addition to the daily planning activities of a Planning Coordinator, the Planner is responsible to maintain and improve the overall effectiveness of the onsite delivery channel. This includes meeting of contractual commitments, maintenance of productivity of internal customer engineering team (including travel efficiency), financial based channel selection of external suppliers and the appropriate consideration of customer expectations and priorities.
The main objectives of this position are:
Effective planning and scheduling of Agilent Field Service Engineers and contractors s for onsite activities, minimizing third party cost, traveling costs and optimizing Agilent Engineer onsite productivity
Delivering High Levels of Customer satisfaction
Optimizing time of scheduling based on customer expectations, minimizing rescheduling and number of customer interactions
Prioritization of customer on sites taking into account Contractual response times, Management escalations and customer needs
Customer management and negotiation of satisfactory timelines for onsites
The main responsibilities of this position are:
Daily management of workload, optimizing planning where required to meet objectives
Daily administration of activities in a pressurized environment
Taking a high number of internal and external phone calls while working to agreed service levels in the SSC
Work with the senior Planners , Remote Engineers, SSC Manager and Service Delivery Managers to assure mid and long term resources meet requirements regarding geographical coverage, skill sets and channel mix.
Liaison with sales and support delivery managers on all planning and Customer issues. Feedback on process and guideline adherence of sales and onsite support activities
Identification and escalation of parts logistics issues.
Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.
To be positive, to be a Team Player and demonstrate a passion for the role and customer satisfaction.
Ability to be a key Team Player , take ownership, help your colleagues with a positive attitude.
Ability to manage in a highly pressurized and demanding multitasking environment on a daily basis, responding to sudden changes of priority and to management escalations with immediate solutions
Strong planning and organizational skills
Proven ability to multitask
Ability to sets customer expectations correctly and manages difficult customer situations successfully
Ability to handle customer onsite requests via telephone, fax/mail, web
Effective and concise communication skills – verbal, written and listening
Ability to work independently and without direct supervision
Effective use of planning and administrative tools ( SAP is preferable)
Excellent English, Dutch and preferably good French language skills (verbal and written)
We offer an exciting job in a challenging and international growing company with a professional, pragmatic and positive approach towards business. You will be part of Agilent’s culture, which is based on innovation, trust, respect, teamwork and uncompromising integrity. Added to these are speed, focus and accountability to meet customer needs and create a culture of performance that draws on the full range of people's skills and aspirations.
Date Posted: 17/Oct/16
Job Title: Field Service Planning Coordinator
Business: Agilent CrossLab Group
Job Category: Support / Service
Job Sub-Category: Support / Service Administration
Country or Area: Netherlands
Shift: Day Job
Job Type: Experienced
Travel Required: No
Duration (Temp Positions Only): Not applicable