Installation Success Coordinator

Agilent Technologies; New York, Wilmington (NY, DE); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Installation Success Coordinator to oversee customer instrument installations. This role focuses on delivering a seamless installation experience, ensuring that all aspects from site preparation to training are managed effectively. The ideal candidate will communicate clearly with customers and internal teams, coordinate onsite visits, and maintain high-quality standards. If you thrive in a dynamic environment and are passionate about customer success, this opportunity is perfect for you.

Qualifications

• Experience in project management and customer communication.
• Strong technical knowledge to support installations.

Responsibilities

• Coordinate and manage customer instrument installations.
• Ensure effective communication and scheduling for successful installations.

Skills

Project Management

Customer Communication

Technical Knowledge

Scheduling

Education

Bachelor's Degree in a relevant field

Tools

SAP CRM

Job description

The Installation Success Coordinator (ISC) is responsible for managing all aspects of customer instrument installations, from site preparation to ensuring successful usage of the new instrument.

They focus on delivering a seamless end-to-end installation experience for analytical instrumentation, acting as the initial contact for scheduling and coordinating onsite visits with the appropriate engineers to meet customer expectations. The ISC owns the customer's success with their instrumentation.

The ISC must meet response times and quality standards, collaborating with the Scheduling Success Coordinator to assign the most suitable resources—such as Field System Engineers, Authorized Service Providers, or Field Application Engineers—based on location and expertise.

Objectives include:

1. Effective planning for the entire installation process, from site prep to completion.
2. Clear communication with customers and internal teams to set expectations and timelines.
3. Prioritizing onsite response times to align with customer needs and internal metrics.
4. Building strong relationships with business partners across various departments to enhance customer experience.

Key responsibilities:

1. Communicate technical site-preparation requirements and readiness to facilitate successful installations and training sessions.
2. Coordinate onsite visits and training, ensuring response times and quality standards are maintained.
3. Utilize technical knowledge to support installation services, collaborating with sales and service teams as needed.
4. Manage scheduling efficiently, maintaining detailed records of communications and scheduled dates using enterprise tools like SAP CRM.
5. Partner with the Scheduling Success Coordinator to assign the appropriate service engineers.
6. Collaborate with global teams to respond swiftly to customer requests.
7. Identify and address issues proactively, escalating when necessary.
8. Develop a thorough understanding of Agilent’s processes, maintaining high attention to detail.
9. Ensure all communications and scheduling records adhere to company standards.

Location: Must be within commuting distance to Wilmington, DE.

Hours: Monday-Friday, 11:00 am - 8:00 pm.