Services & Support Admin

at Agilent Technologies in San Francisco, California, United States

Job Description

Job Description

As an Enterprise Program Administrator, your primary responsibilities will be to work with your assigned customer, service vendors, and others as the need arises, 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.

Principal Duties and Responsibilities:

This is an onsite and customer-facing role.

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.


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

Demonstrable ability to effectively 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.

Proven ability to adjust quickly to process and policy changes

Must be available for occasional travel that may include overnight stays for training and other Agilent activities.

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 or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please visit
Travel Required25% of the Time
ScheduleSchedule:Full time
DurationNo End Date
Job FunctionServices & Support

Agilent 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.

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Job Posting: 6368318

Posted On: Feb 24, 2024

Updated On: Mar 07, 2024

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