Scheduling Lead- Site Based

Job Role: Enterprise Scheduling Site Lead

Based on-site: Kinsale, Cork

Description

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables. applications and expertise. Agilent enables customers to gain the answers and insights they seek so they can do what they do best: improve the world around us.

Agilent is collaborating with leading Bio-pharmaceuticals located in Cork/Dublin and is hiring for the integral and dynamic role of on-site Enterprise Scheduling Lead.

The ideal candidate will be customer focused, people focused, have strong organizational and communication skills.

Objectives: The main objectives of this position are to:

• Lead & support ESC Team delivering high levels of customer satisfaction in a dynamic, fast paced pharmaceutical site.
• Support as centralized point of contact on customer queries & escalations.
• Attend customer meetings and deliver performance metrics result and correct actions if required.
• Effectively coordinate onsite maintenance activities such as planning and scheduling of engineers
• Manage and update scheduled services plan, ensuring successful completion of services and responding to breakdown repair requests.
• Assist with implementing and maintaining processes targeted at efficient operations and positive employee experience.
• Improve the employee and customer experience by supporting the team in developing customer relationships that promote retention and loyalty.
• Drive an uncompromised "customer-first attitude" throughout the team
• Effectively manage contractual response times, minimizing rescheduling and delivering services within satisfactory timelines.
• Build successful customer relationships, prioritising customer requirements and keeping customer informed of any scheduling changes.

Responsibilities: Responsibilities of the ESL are:

• Lead the Enterprise Scheduling Coordinators to drive the overall CrossLab Enterprise Business, to help customers achieve superior outcomes.
• To act as first point of contact for contract queries, service delivery, repairs and any changes to the scope of contract.
• Work with Agilent stakeholders to track service metrics and repairs, safety incidences and achievements.
• Daily management of workload; Coordinate service visits in accordance with site schedule along with management of associated standards / parts that may be vital for the successful completion of the service.
• Be positive, a great teammate, and demonstrate a passion for the role and customer satisfaction.
• Daily administrative duties such as quotation requests, raising purchase orders and reconciling costs. Track out of scope costs and report regularly to account manager.
• Customer asset management, ensuring inventories are accurate. Work with Agilent stakeholders and customers to ensure successful contract renewal.
• Work with scheduling applications such as SAP CRM System and SmartSheet.
• Comply with customer vendor management requirements, ensuring risk assessments, training records and relevant documentation is collated in advance of scheduled services.
• Collation of vendor service reports and upload onto customer CMMS software. Closure of associated work orders.
• Proactive monitoring of schedule adherence to planned preventative maintenance.
• Ensure compliance with customer standard operating procedures and safety standards.

Core Skills Requirements:

• Third level qualification, scientific qualification advantageous
• Knowledge of laboratory GMP standards and understanding of laboratory operations.
• Demonstrated experience in a supervisory/management role
• Strong leadership skills, ability to delegate tasks and motivate team to achieve results.
• Demonstrated knowledge of customer preferences, needs, and expectations.
• Ability to manage sudden changes in priorities in a fast-paced environment
• Advanced planning, organizational, and time management skills. Ability to prioritize tasks and meet deadlines.
• Excellent communication skills - effective interpersonal and cross-functional collaboration skills to work effectively with team members, customer, and relevant stakeholders.
• Proven ability to problem-solve and multi-task.
• Knowledge of planning and administrative tools is preferable.
• Excellent presentation skills
• Proven fluency in English (verbal & written).
• Willingness and enthusiasm to participate in on-going training and development