IT System Administrator responsible for maintaining customer IT infrastructures and handling support requests. Working within a managed services team and implementing Microsoft systems and virtualization solutions.
About the role
- Enterprise Program Administrator coordinating customer service needs, scheduling maintenance, and managing vendor relationships for Agilent Technologies. Requires remote work capability and experience in a GMP environment.
Responsibilities
- As an Enterprise Program Administrator, your primary responsibilities will be to work with your assigned customers, service vendors, and others as the need arises, to meet the customer's service requirements.
- This will include scheduling Preventive 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, administering procurement functions, and reporting costs.
- Schedule on-site repair for contract, warranty, and trade requests.
- Schedule all Preventive Maintenance and Compliance Services.
- Maintain and use accurate coding standards to ensure data accuracy.
- Has ownership of Support delivery for the assigned customer.
- Communicate with the customer to clearly identify and set expectations, address any expectation issues, and keep customers updated on the status of their calls.
- Handles customer feedback and communication.
- Communicates with and leads schedules with 3rd party service providers.
- Development of customer relationships, often requiring tact, persuasion and negotiation skills.
- Directly contact External and Internal Customers of all levels.
- Initiates partner concern to Support Management of Customer issues.
- Solves a variety of problems varying in complexity, involving multi-departments.
- End-to-end service management.
- Understand service management asset delivery needs, service levels, and cost.
- Run Third party service delivery within customer's system and processes.
- Report and supervise 3rd party delivery and costs.
- Recommend improvements for both delivery and costs that meet needs and requirements.
Requirements
- Degree or equivalent combination of education and experience.
- At least 3+ years of meaningful experience for entry to this level.
- Experience using Customer Database Systems.
- Previous experience working in a GMP environment (Preferred but not required).
- Knowledge of GxP guidelines and requirements (Preferred but not required).
- Vital planning and interpersonal skills.
- Previous experience scheduling service events.
- Excellent communication skills.
- Proven efficiency working in a team environment.
- Proven ability to optimally advise 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 align with all customer site access requirements, including GMP training and medical requirements.
- Shown ability to adjust quickly to process and policy changes.
- Must be available for occasional travel, including overnight training and other Agilent activities.
Benefits
- eligibility for bonus
- stock and benefits
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