Operations Service Manager
Agilent barueriUpdate time: March 6,2020
Job 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. Information about Agilent is available at www.agilent.com.

 

As the SP Countryside Operations Service Manager, you are responsible for running and growing a service business. In this role you have accountability for driving a high-performance culture which delivers upon Agilent's strategic objectives. This is centered around building loyalty with our customers, shareholders and employees coupled with developing organizational capabilities to meet future service business challenges.

 

In this role, you will provide both leadership and management oversight over all aspects of service delivery including customer relationship, organizational capability, employee development, financial results and operational processes. You will collaborate cross functionally with sales, marketing, administrative and service organizations to build strong alignment for operational initiatives to achieve desired outcomes, contributing to develop business opportunities and design support programs to meet the needs of external customers.

 

Main Duties/Responsibilities:

  • Executes upon and grows our highly transactional business model (operational excellence) as well as creates a customer intimacy model for key accounts
  • Ensures the business system is achieving the stated goals and takes corrective action on performance and opportunity gaps as appropriate while mitigating risk to Agilent's business
  • Serve as a champion for effectively communicating service value both internally and to Customers
  • Maintains customer alliances with key Agilent customers, as well as builds strategic partnerships in order to execute the business strategies
  • Incorporates innovative business practices and models to build customer relationship and drive customer loyalty and service portfolio adoption in a very competitive landscape
  • Formally reviews all business operations to ensure brand, culture and strategic objectives are achieved.
  • Utilize Data Analytics to provide business insights to key customers
  • Deliver Quarterly Business Reviews and customer engagements events to drive loyalty
  • Collaborate with sales to provide innovative solutions for key customers
  • Works with other value chain members (Sales, Division, and others) to identify and take advantage of developing market and technology/product opportunities to drive business growth
  • Actively fosters a quality and continuous improvement culture within the organization challenging the status quo to improve business operations as well as cost effectiveness and enable an exceptional Customer experience
  • Safeguards the Agilent brand, reputation and assets by ensuring policies and procedures are maintained and followed in accordance with corporate guidelines

 

Key Measures of Success:

  • Brand loyalty and customer satisfaction (brand survey/ACX)
  • Meets services operational metrics (e.g. response time, parts usage, team utilization)
  • Builds organizational capabilities for effective service delivery (Agilent Leadership Survey)
  • Manage to financial targets and build sustainable shareholder value (cost tracking and service order timely completion)
  • Designs, manages, executes tactical business plan to implement business strategy

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