Enterprise Scheduling Coordinator (ESC) – Madrid, 12‑month contract
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.
As an ESC, you will play a key role in ensuring our field service team delivers outstanding customer service. You’ll plan and schedule daily assignments, making sure the right service engineer is in the right place at the right time. Your work will help our teams operate efficiently, control costs, and consistently exceed customer expectations.
Main Objectives
* Represent Agilent Technologies and deliver high levels of customer satisfaction in a dynamic, fast‑paced pharmaceutical site.
* Effectively plan and schedule engineers for onsite maintenance activities.
* Manage and update the scheduled services plan, ensuring successful completion of services and responding to breakdown repair requests.
* Work in partnership with customer(s) internal and third‑party vendors.
* Manage contractual response times, minimizing rescheduling and ensuring services are delivered within agreed timelines.
* Build strong customer relationships by prioritizing customer requirements and proactively communicating any scheduling changes.
Key Responsibilities
* Serve as the primary point of contact for contract‑related queries and customer communication.
* Plan and schedule daily service activities, ensuring engineers, parts, and standards are aligned with site requirements.
* Manage daily administrative tasks, including quotations, purchase orders, and cost reconciliation.
* Handle high volumes of calls and emails, maintaining agreed service levels and strong customer support.
* Maintain accurate customer asset and documentation records, including vendor documentation and induction scheduling.
* Monitor performance metrics and service timelines, ensuring maintenance, repairs, and preventive tasks meet customer expectations.
* Create and update service orders in SAP CRM, ensuring data accuracy and proactive tracking of out‑of‑scope costs.
* Participate in customer meetings and collaborate as a positive team member, supporting smooth operations and continuous improvement.
Qualifications
* Master’s or bachelor’s degree or equivalent experience in a similar role, with proven customer service or project management experience.
* Strong planning, organizational, and problem‑solving skills, with the ability to work independently in a fast‑paced environment.
* Excellent communication, negotiation, and teamwork abilities, with a proactive and solutions‑oriented mindset.
* Fluent in both Spanish and English.
On a personal level, you are autonomous, customer focused, and a team player. You have great interpersonal communication and persuasion skills to interact with many internal and external partners. You show a real can‑do attitude, resilience, and you like to solve problems. Whilst being flexible and adaptable, you also have strong time‑management skills, ability to manage concurrent priorities, and attention to detail.
Benefits
* Outstanding company culture
* Career development opportunities
* Company pension scheme, yearly company bonus, private health care, stock purchase plan, medical & life insurance.
* Position within an international organization, offering a dynamic working environment, with exciting challenges and opportunities.
Additional Details
* This job has a full‑time weekly schedule and includes the option to work remotely.
* Pay ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job‑related skills, experience, and education.
* Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
Job Details
* Travel Required: Occasional
* Shift: Day
* Duration: No End Date
* Job Function: Services & Support
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