United States onlyJob Description
As an Enterprise Program Administrator, your primary responsibilities will be to work with your assigned customer, service vendors, and others as required, to meet the customer's service requirements. This will include scheduling Preventative Maintenance and repair services, ensuring that service requests are acted on in a timely manner and responding to customer requests and inquiries. You may also be responsible for recommending vendors, administrating procurement functions and reporting costs.
This is an onsite and customer-facing role.
Principal Duties and Responsibilities:
Schedule on-site repair for contract, warranty, and trade requests
Schedule all Preventive Maintenance and Compliance Services
Maintain and use proper coding standards to ensure data accuracy
Has ownership of Support delivery for the assigned customer
Communicates with the customer to clearly identify and set expectations, addresses any expectation issues and keep customers updated on the status of their call
Manages customer feedback and communication
Communicates with and manages schedules with 3rd party service providers
Development of customer relationships, often requiring tact, persuasion and negotiation skills
Interfaces directly with External and Internal Customers of all levels
Initiates escalation to Support Management of Customer issues
Solves a broad range of problems varying in complexity, involving multi-departments
End to end service management
Understand service management asset delivery needs; service levels and cost
Manage 3rd party service delivery within customer's system and processes
Report and track 3rd party delivery and costs
Recommend improvements for both delivery and costs that meet needs and requirements
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an extensive list of all responsibilities, duties, and skills required. In addition to the above, all employees are expected to:
Create a high-performance, inclusive work environment that prizes diversity and recognizes individual contributions
Maintain a work environment that is pleasant, flexible and injury free
Provide customers with the highest quality of products and services
Understand and apply appropriate management-sanctioned quality improvement processes
Qualifications
Bachelor's degree in life sciences (Chemistry, Biology, Microbiology, Biochemistry, etc.) highly desirable
Knowledge of chemical and physical testing instrumentation
2+ years working in a customer service environment
Experience working in a pharmaceutical laboratory
Degree, or equivalent combination of education and experience
Experience using SAP, ProCal or some other CMMS system
Previous experience working in a GMP environment
Knowledge of GxP guidelines and requirements
Strong planning and organizational skills
Previous experience scheduling service events
Excellent communication skills
Detail-oriented person
Sense of urgency
Demonstrated effectiveness working in a team environment
Demonstrated ability to successfully direct the actions of others
Ability to work with team members remotely
Excellent keyboarding skills and knowledge of PC applications -- including Microsoft and SAP products
Understand and apply appropriate quality improvement processes
Must comply with all customer site access requirements including GMP training and medical requirements
Demonstrated ability to adjust quickly to process and policy changes
Must be available for occasional travel that may include over-night stays for training and other Agilent activities
China only
