Job Description

Become a part of a dedicated and highly successful Customer Operations Center (COpC) team!!!  Our employees are passionate about their contributions because there is a direct connection to our customers, our internal partners and Agilent’s success.

We are searching for a Customer Service Manager to join the Americas Field Organization (AFO) Service Contracts and Service Order Management team! 

Key Responsibilities:

Build empowered, collaborative, and accountable culture.

Responsible for upholding and driving Agilent's culture & core values to build comradery and community within the operation.

Champions and drives a Continuous Improvement (CI) mindset to drive changes that improve the effectiveness and efficiency of the organization.

Executes strategic intent and implementation of the organization/ business strategic plan.

Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies.

Leads the Organization to meet the ambitious standards expected related to Customer Satisfaction/ACX, Employee Satisfaction, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics, and upholding policies & procedures.

Direct design, development, and implementation of organization programs and initiatives.

Plans, organizes, directs, and controls the activities and resources required to provide innovative business solutions to the organization, businesses partners and customers. 

Ensures dynamic expansion of the organization´s scalability and steady productivity gains.

Collaborates with Business Partners in Finance, Order Fulfillment, Sales, and other functions to solve problems and provide efficient and streamlined best-in-class service to Agilent's customer.

Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.

 

Qualifications

Experience in life sciences, diagnostics and/or applied markets industries.

Experience with and/or knowledge of Service Contracts and managing service orders.

Minimum of 2 years of experience directly leading people, projects, and/or programs for entry to this level.

Previously worked in a matrixed environment.

Bachelor’s or master’s degree or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions.

Proven record leading large teams and ensuring operational excellence across the entire organization.

Experience in setting a clear and aligned organizational vision.

Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution.

Experience working in an audit environment governed by SOX, ISO, and other audit regulations.

Requirements

Required to work on site in Little Falls office, Wilmington, Delaware.

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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.

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 job_posting@agilent.com or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel RequiredNo

ScheduleSchedule:Full time

ShiftDay

DurationNo End Date

Job FunctionCustomer Service