Field Service Center Coordinator

Description

In this exciting role, we are seeking a proactive and detail-oriented Field Service Center (FSC) Coordinator. The primary responsibilities include coordinating repair activities, managing schedules, ensuring the timely processing of repair orders and maintaining clear communication between customers, service teams and other internal departments.

The role also involves acting as a liaison between the India FSC, logistics and customers, as well as with internal stakeholders such as SCC, CSO, Sales, CPO, manufacturing and the service delivery team to resolve repairs / refurbishment / inquiries. This is an on-site position based at the India Field Service Center in Manesar, India.

Key responsibilities:

Coordinate and schedule repair activities to ensure timely service delivery including assigning FSC engineers to repair requests and monitoring progress.

Manage repair requests by creating and accurately maintaining In-house Repair Orders (IHRO) in the CRM system, ensuring all activities are recorded promptly.

Communicate with customers regarding repair status, timelines and any required information, taking ownership to ensure customer satisfaction.

Provide administrative support to FSC personnel, including service call management, logistics coordination and documentation/job aid creation.

Establish and maintain effective communication with SCC, COPC, FSE, Online Technical Support, logistics, vendors and other stakeholders to resolve issues and ensure a smooth workflow.

Monitor parts availability and coordinate with the supply chain or vendors to minimize delays in repair processes.

Maintain accurate records of repair activities including service logs, parts usage and turnaround time. Prepare reports on repair center performance and customer satisfaction.

Act as a liaison with other stakeholders, CSO and other world-wide field service centers as required, providing guidance and coaching on FSC IHRO-related matters to team members.

Establish and maintain effective communication with SCC, COPC, FSE, Online Technical Support, logistics, vendors and other stakeholders to resolve issues and ensure a smooth workflow.

Identify opportunities for process improvement and assist in implementing initiatives to enhance efficiency and service quality.

Ensure compliance with Agilent’s Standards of Business Conduct, company policies, safety standards and quality procedures while fostering a collaborative team environment.

Qualifications

Bachelor's or University Degree (or equivalent) with strong customer service experience.

Typically requires 4+ years of relevant experience for entry into this level, along with in-depth knowledge of the job.

Working knowledge of SAP CRM and SAP ECC is highly desirable for this role.

Collaborative, with a strong ability to build relationships, demonstrate a sense of urgency and provide exceptional experiences to both internal and external customers.

Able to coordinate and schedule arrangements with the FSC/CPO/logistics team, including the service delivery team and operations support.

Excellent time management skills and the ability to handle multiple tasks simultaneously.

Ability to work independently and proactively; a critical thinker and problem solver.

Determines and develops effective approaches to assignments.

Leads customer service projects that require coordination with other functions.

Solves a broad range of customer service-related problems with varying scope and complexity.

Excellent communication skills in English, with fluency in both English and the local language.

Additional Details

This job has a full time weekly schedule.Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service

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