Enterprise Scheduling Lead - Eli Lilly Limerick

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.  

Agilent is collaborating with leading biopharmaceuticals located in Limerick and is hiring for the integral and dynamic role of on-site Enterprise Scheduling Site Lead. 

The ideal candidate will be customer-focused, people-focused, and have strong organizational and communication skills. 

Objectives: The main objectives of this position are to: 

• Lead & support ESC Team delivering high levels of customer satisfaction in a dynamic, fast-paced pharmaceutical site.  

• Support as a centralized point of contact on customer queries & escalations. 

• Attend customer meetings and deliver performance metrics results and corrective actions if required. 

• Effectively coordinate onsite maintenance activities such as planning and scheduling of engineers 

• Manage and update scheduled services plan, ensuring successful completion of services and responding to breakdown repair requests. 

• Assist with implementing and maintaining processes targeted at efficient operations and positive employee experience. 

• Improve the employee and customer experience by supporting the team in developing customer relationships that promote retention and loyalty. 

• Drive an uncompromised "customer-first attitude" throughout the team 

• Effectively manage contractual response times, minimizing rescheduling and delivering services within satisfactory timelines.   

• Build successful customer relationships, prioritizing customer requirements and keeping the customer informed of any scheduling changes. 

Responsibilities: Responsibilities of the ESL are: 

• Lead the Enterprise Scheduling Coordinators to drive the overall CrossLab Enterprise Business, to help customers achieve superior outcomes. 

• To act as first point of contact for contract queries, service delivery, repairs and any changes to the scope of contract. 

• Work with Agilent stakeholders to track service metrics and repairs, safety incidences and achievements. Ensure services are completed within the timeframe agreed with the customer, with minimum disruption to onsite activities.