Installation Success Coordinator

Job Description

The Install Success Coordinator’s (ISC) primary responsibility is to manage all facets of the customers instrument installation services, from site preparation to confirming that the customer is successfully using their new instrument. 

They are focused on the customer’s end to end installation experience for all analytical instrumentation. They will be the customer’s initial contact when it comes to scheduling the instrument installation service and selecting the best onsite date and engineer that meets customer expectations. Overall, they own customer’s success with their new instrumentation.

The ISC is directly responsible for meeting customer and Agilent response times, as well as providing quality service throughout. By partnering with the Scheduling Success Coordinator, they will organize the most cost-effective resource (Agilent Field System Engineers (FSE), Authorized Service Providers (ASP), Field Application Engineers), by assigning the right FSE, in the right location, at the right time. 

Objectives:

• 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; ensuring they confirm plans with the Scheduling Success Coordinator.

• Build strong relationship with our business partners to strengthen our ability to deliver a superior customer experience. Business partners including Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Consumable Sales, Applications Team, Consultants & the Business Center.

Your responsibilities:

• Communicate site-preparation (incl. technical) requirements and discuss readiness to ensure successful installation site visit, as well as plan on-site visits or training events for new instrumentation, ensuring customer and Agilent response times are met, as well as quality service is provided throughout.

• Plan on-site visits or training events for new instrumentation.

• Ensure customer and Agilent response times are met and quality service is provided throughout the installation process.

• Utilize basic technical knowledge to support customers on all installation services, partnering with Sales, Service Engineers, and consultants, where required.

• Reserve the best resource by utilizing all scheduling tool capabilities and maintain accurate record of all communications and onsite offer dates provided to the customer, utilizing our enterprise scheduling tools (i.e. SAP CRM, etc.).

• Partner with the Scheduling Success Coordinator to coordinate the most efficient 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 bring up to Service Business Managers where appropriate.

• Gain an in-depth knowledge of Agilent process and procedures, shows ability to follow them with high attention to detail.

• Maintains accurate record of all communications and onsite offer dates provided to the customer, utilizing our business scheduling tools (SAP CRM/MRS).

• Ensures all working relationships follow Agilent Technologies Standards of Business Conduct.

Location:  Wilmington, DE office

Hours: Must be able to work between the hours of 8:00 am - 7:00 pm

Hybrid Work Policy: Work from Home on Mondays and Fridays and Onsite work on Tuesdays to 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. Applications for this job will be accepted until at least April 17, 2025 or until the job is no longer posted.The full-time equivalent pay range for this position is $28.25 - $44.14/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: https://careers.agilent.com/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service