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.
The DEFOA Process– AFO will serve as the end-to-end owner of DEFOA case management within AFO, acting as the primary point of contact for customers and internal stakeholders. This role is designed to address current DEFOA process inefficiencies, improve customer experience, reduce turnaround time (TAT), and drive consistent, scalable execution across product lines (PLs) and regions.
The role will work closely with the CI (Continuous Improvement) team and cross-functional partners to stabilize current operations while identifying and implementing process enhancements for long-term impact.
Key Responsibilities
- Own and manage end-to-end DEFOA cases within AFO, ensuring timely, accurate, and customer-focused resolution
- Experience in Customer facing calling and interaction with multiple stakeholders
- Act as the single point of contact (POC) for customers and all internal stakeholders, including Sales, Finance, CI, Supply Chain, PLs, and regional teams
- Experience in designing and developing processes and flows from scratch.
- Drive clarity of ownership and decision-making in an environment with historically unclear RACI and multiple stakeholders
- Coordinate cross-functional activities to resolve blockers, manage dependencies, and escalate issues as required
- Partner with the CI team to map the current-state DEFOA process across PLs and regions
- Identify process inefficiencies, inconsistencies, bottlenecks, and rework loops contributing to long resolution TATs
- Recommend, pilot, and implement practical, low-cost, high-impact process improvements
- Help standardize ways of working while balancing regional and PL-specific needs
- Establish basic governance, tracking, and reporting for DEFOA volumes, aging, root causes, and performance metrics
- Provide regular status updates, insights, and improvement recommendations to AFO leadership and key stakeholders
- Support change enablement by building momentum from AFO manager workshops and facilitating adoption of improved processes
- Contribute inputs toward defining a scalable, longer-term DEFOA operating model
Skills & Competencies
- Strong understanding of end-to-end business and operations processes
- Hands-on experience in process improvement, issue resolution, and stakeholder management
- Strong analytical, problem-solving, and prioritization skills
- High ownership mindset with the ability to influence without formal authority
- Clear, confident communication and customer-focused approach
- Comfortable operating in ambiguity and pilot environments
Shift Timing: Rotational (Evening/Night)
Qualifications
- Bachelor’s degree in business, Operations, or a related field
- 2–5 years of experience in Operations, Sales Services, Shared Services, or Process Management
- Experience working in complex, global, matrixed organizations
Additional Details
This job has a full time weekly schedule.
Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations
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.
Travel Required:
No
Shift:
Evening
Duration:
No End Date
Job Function:
Administration