Customer Service -Scheduling Coordinator – Milano (Temporary position)

• Represent Agilent Technologies delivering high levels of customer satisfaction in a dynamic, fast passed pharmaceutical site.
• Effective planning and scheduling of engineers for onsite maintenance activities.
• Manage and update scheduled services plan, ensuring successful completion of services and responding to breakdown repair requests.
• Work in partnership with customer(s) internal & third-party vendors
• Manage contractual response times, minimizing rescheduling and ensuring services are delivered within agreed timelines.
• Build strong customer relationships by prioritizing customer requirements and proactively communicating any scheduling changes.

• To act as first point of contact for contract queries.
• Daily management of workload; organizing service visits in accordance with site schedule along with management of associated standards / parts etc. necessary for the successful completion of the service.
• Daily administrative duties such as quotation requests, raising purchase orders and reconciling costs.
• Taking a high number of internal and external phone calls and emails, while working to agreed service levels.
• Customer asset management, ensuring inventories are accurate.
• Monitoring performance metrics ensuring maintenance and repair requests are completed within timeframe agreed with customer, with minimum disruption to onsite activities.
• To regularly monitor, raise service orders and maintain correct information in SAP CRM System.
• To be positive, to be a team player and demonstrate a passion for the role and customer satisfaction.
• Schedule inductions and manage vendor documentation in accordance with customer requirements
• To management repair requests.
• Proactive monitoring of schedule adherence to planned preventative maintenance.
• To track requested and approved out of scope costs
• Attend customer meetings.
• Work arrangement

• Ability to be a key team player, take ownership and help your colleagues with a positive attitude.
• Ability to manage sudden changes in priorities
• Proven ability to problem-solve and multi-task.
• Strong planning, organizational and time management skills.
• Ability to handle customer and vendor requests via telephone, email, web.
• Proficiency in Microsoft Office
• Ability to work independently will limited managerial input.
• Knowledge of planning and administrative tools is preferable.
• Excellent communication skills – verbal, written & listening.
• Proven fluency in English (verbal & written).
• Willingness and enthusiasm to participate in on-going training and development
• Science qualification advantageous.

Agilent Technologies