United States onlyJob Description
As an Enterprise Program Administrator, your primary responsibilities will be to work with your assigned customers, service vendors, and others as the need arises, to meet the customer's service requirements. This will include scheduling Preventive 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, administering procurement functions, and reporting costs.
This is an on-site 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 accurate coding standards to ensure data accuracy.
Has ownership of Support delivery for the assigned customer.
Communicate with the customer to clearly identify and set expectations, address any expectation issues, and keep customers updated on the status of their calls.
Handles customer feedback and communication.
Communicates with and leads schedules with 3rd party service providers.
Development of customer relationships, often requiring tact, persuasion and negotiation skills.
Directly contact External and Internal Customers of all levels.
Initiates partner concern to Support Management of Customer issues.
Solves a variety of problems varying in complexity, involving multi-departments.
End-to-end service management.
Understand service management asset delivery needs, service levels, and cost.
Run 3rd party service delivery within customer's system and processes.
Report and supervise 3rd party delivery and costs.
Recommend improvements for both delivery and costs that meet needs and requirements.
Qualifications
Degree or equivalent combination of education and experience.
At least 3+ years of meaningful experience for entry to this level.
Experience using Customer Database Systems.
Previous experience working in a GMP environment (Preferred but not required).
Knowledge of GxP guidelines and requirements (Preferred but not required).
Vital planning and interpersonal skills.
Previous experience scheduling service events.
Excellent communication skills.
Proven efficiency working in a team environment.
Proven ability to optimally advise 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 align with all customer site access requirements, including GMP training and medical requirements.
Shown ability to adjust quickly to process and policy changes.
Must be available for occasional travel, including overnight training and other Agilent activities.
China only
