Field Service Center Coordinator

Job Description:

In this exciting role, we are seeking a proactive and detail-oriented Field Service Center (FSC) Coordinator. The primary responsibilities include coordinating repair activities, managing schedules, ensuring the timely processing of repair orders and maintaining clear communication between customers, service teams and other internal departments.

The role also involves acting as a liaison between the India FSC, logistics and customers, as well as with internal stakeholders such as SCC, CSO, Sales, CPO, manufacturing and the service delivery team to resolve repairs / refurbishment / inquiries. This is an on-site position based at the India Field Service Center in Manesar, India.

Key responsibilities:

• Coordinate and schedule repair activities to ensure timely service delivery including assigning FSC engineers to repair requests and monitoring progress.
• Manage repair requests by creating and accurately maintaining In-house Repair Orders (IHRO) in the CRM system, ensuring all activities are recorded promptly.
• Communicate with customers regarding repair status, timelines and any required information, taking ownership to ensure customer satisfaction.
• Provide administrative support to FSC personnel, including service call management, logistics coordination and documentation/job aid creation.
• Establish and maintain effective communication with SCC, COPC, FSE, Online Technical Support, logistics, vendors and other stakeholders to resolve issues and ensure a smooth workflow.
• Monitor parts availability and coordinate with the supply chain or vendors to minimize delays in repair processes.
• Maintain accurate records of repair activities including service logs, parts usage and turnaround time. Prepare reports on repair center performance and customer satisfaction.
• Act as a liaison with other stakeholders, CSO and other world-wide field service centers as required, providing guidance and coaching on FSC IHRO-related matters to team members.
• Identify opportunities for process improvement and assist in implementing initiatives to enhance efficiency and service quality.
• Ensure compliance with Agilent's Standards of Business Conduct, company policies, safety standards and quality procedures while fostering a collaborative team environment.