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.

Responsibilities:

• Maintains an onsite presence at the customer site.

• Schedule on-site repair for contract, warranty, and trade requests.

• Schedule all Preventive Maintenance and Compliance Services.

• Communicate with the customer to identify and set expectations, address any expectation issues, and keep customers updated on the status of their call.

• Handles 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 the 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 exhaustive list of all responsibilities, duties, and skills required. In addition to the above, all employees will:

• 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

• Ability to travel to customer sites in PA and NJ

• 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