As an Enterprise Program Administrator, your primary responsibilities will be working with your assigned customer, service vendors, and others 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 will also be responsible for end-to-end work order management, administrating procurement functions and reporting costs.

Principal Duties and Responsibilities:

• Maintain an onsite presence at the customer site.

• Interfaces directly with External and Internal Customers of all levels.

• Schedule on-site repair, Preventive Maintenance, Compliance Services, and installations.

• Communicate with the customers on the status of their services and manage feedback.

• Communicates with and manages schedules and services with 3rd party service providers.

• Development of customer relationships, often requiring tact, persuasion, and negotiation skills.

• 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.

• 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 exhaustive 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.

• BA/BS degree (science focus preferred). Bachelor's degree in life sciences (Chemistry, Biology, Microbiology, Biochemistry, etc.) or a combination of education and work experience

• 3+ years of relevant customer service experience

• Experience using customer CMMS systems

• Knowledge of GxP guidelines and requirements

• Strong planning and organizational skills

• Previous experience scheduling service events

• Detail-oriented with strong planning and organizational skills and the ability to work with a sense of urgency

• Excellent keyboarding skills and knowledge of PC applications -- including Microsoft and SAP products

• Must comply with all customer site access requirements including GMP training and medical requirements

• Must be available for occasional travel that may include over-night stays for training and other Agilent activities

Preferred qualifications:

• Knowledge of chemical and physical testing instrumentation

• Experience working in a pharmaceutical laboratory

• Previous experience working in a GMP environment a plus