Program Administrator - Services

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.

This is an onsite and customer-facing role.

Principal Duties and Responsibilities:

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

• Schedule all Preventive Maintenance and Compliance Services

• Maintain and use proper coding standards to ensure data accuracy

• Has ownership of Support delivery for the assigned customer

• Communicates with the customer to clearly identify and set expectations, addresses any expectation issues and keep customers updated on the status of their call

• Manages 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 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 extensive list of all responsibilities, duties, and skills required. In addition to the above, all employees are expected to:

• 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

• Bachelor's degree in life sciences (Chemistry, Biology, Microbiology, Biochemistry, etc.) highly desirable

• Knowledge of chemical and physical testing instrumentation

• 2+ years working in a customer service environment

• Experience working in a pharmaceutical laboratory

• Degree, or equivalent combination of education and experience

• Experience using SAP, ProCal or some other CMMS system

• Previous experience working in a GMP environment

• Knowledge of GxP guidelines and requirements

• Strong planning and organizational skills

• Previous experience scheduling service events

• Excellent communication skills

• Detail-oriented person

• Sense of urgency

• Demonstrated effectiveness working in a team environment

• Demonstrated ability to successfully direct the actions of others

• Ability to work with team members remotely

• Excellent keyboarding skills and knowledge of PC applications -- including Microsoft and SAP products

• Understand and apply appropriate quality improvement processes

• Must comply with all customer site access requirements including GMP training and medical requirements

• Demonstrated ability to adjust quickly to process and policy changes

• Must be available for occasional travel that may include over-night stays for training and other Agilent activities

Additional Details