The Global Enterprise Solutions and Customer Success team supports the entire customer journey for all software solutions in Agilent’s OpenLab and CrossLab portfolio. This organization therefore guides our customers in the end to end implementation of the Digital Lab, bundling the world's leading software for laboratory instrumentation, electronic content management, laboratory workflow solutions and laboratory operations.
The China Solution Deployment and Engineering (SDE) Team is responsible for the part of the customer journey between order and go live of the solution. We are looking for a service delivery manager to coordinate our SDE operations in the east sub-region of China.
Responsibilities:
• Understand and address customer needs through continuous optimization of services and the provision of effective delivery processes aligned with organizational operations, ensuring quality, security and customer success.
• Translate China objectives into sub-regional tactical business plans, programs, and projects.
• Build and maintain strong collaboration with regional Agilent stakeholders such as Sales, Support, Call Center and Service teams in working with customers to deploy Agilent’s informatics software stack, in order to meet customer needs and drive long-term One Agilent customer value.
• Lead product escalations and troubleshooting issues onsite during heightened situations. This involves working with Agilent teams (Support, Sales, Marketing, R&D) to provide the best solution to the customer.
• Focus on Ease of Executing Business (EoEB) by aligning Sales, Services and Support before solution deployment.
• Improve Agilent services scheduling to avoid multiple customer rescheduling leading to lost time and under-utilized resources.
• Measure and report regional objectives and performance indicators. Frequently communicate and update the strategies and objectives of the organization. Responsible for regional P&L performance, including quarterly and annual reviews.
• Coach and develop team members to achieve the best utilization and performance of their time.
• Bachelor’s or Master’s Degree or equivalent plus directly relevant experience.
• Typically, 5+ years of experience in the field of lab informatics projects and/or programs.
• Experience in managing complex customer projects and ability to position the role and value of software within a total solution.
• Strong communication skills with experience in remote team management, and ability to build effective partnerships based on mutual trust and respect.
• Demonstrate strong servant leadership and support of ESCS and Agilent’s strategic products and direction.
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely.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/locationsAgilent 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.