Program Administrator

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Collaborate with designated customers, service vendors, and other stakeholders to fulfill customer service needs

• Arrange preventive maintenance and repair services

• Ensure timely action on service requests

• Address customer requests and inquiries

• Organize on-site repairs for contract, warranty, and trade-related requests

• Schedule preventive maintenance and compliance services

• Maintain accurate coding standards for data integrity

• Take ownership of support delivery for assigned customers

• Engage with customers to set expectations, resolve issues, and provide updates on call status

• Manage customer feedback and communication effectively

• Coordinate and direct schedules with third-party service providers

• Cultivate customer relationships using tact, persuasion, and negotiation skills

• Communicate with external and internal customers at all organizational levels

• Escalate customer concerns to Support Management as needed

• Resolve complex problems that may involve multiple departments

• Oversee end-to-end service management

• Understand the delivery needs, service levels, and costs associated with service management assets

• Manage third-party service delivery within customer systems and processes

• Monitor and report on third-party delivery and associated costs

• Suggest improvements in delivery and costs that align with needs and requirements

• Recommend vendors, handle procurement tasks, and report costs as necessary

⛳️ Requirements

• Degree or an equivalent combination of education and experience

• Minimum of 3+ years of relevant experience for this level

• Proficient in using Customer Database Systems

• Previous experience in a GMP environment (Preferred but not essential)

• Familiarity with GxP guidelines and requirements (Preferred but not essential)

• Strong planning and interpersonal skills

• Previous experience in scheduling service events

• Excellent communication abilities

• Proven effectiveness in a team-oriented environment

• Demonstrated capability to optimally advise others' actions

• Ability to collaborate with team members remotely

• Proficient keyboarding skills and familiarity with PC applications, including Microsoft and SAP products

• Understand and implement appropriate quality improvement processes

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

• Proven adaptability to process and policy changes

• Must be open to occasional travel, including overnight training and participation in other Agilent activities

🏝️ Benefits

• Opportunity for bonuses

• Stock options

• Comprehensive benefits package

• Flexibility to work remotely

• Occasional travel, including overnight training and other Agilent engagements