Scheduling Operations Manager - US Northeast Territory

Job Description

As our Scheduling Manager you will be leading a high-performance scheduling team, focusing on customer and employee experience while supporting the business in revenue growth, driving efficiency and profitability.
The scope of this role includes the development of the strategic vision for your team as well as the ability to successfully execute the strategy in a systematic and consistent manner to achieve the desired results. The Scheduling Manager must have strong organizational and operational leadership capabilities coupled with industry knowledge, creativity, strong communication skills, and customer centric focus.

The key responsibilities:

• Effective management of scheduling coordinators that are responsible for service delivery of installations, repairs, and annual maintenance for Agilent instrumentation
• Conduct effective resource management to maximize productivity, hire, train, and onboard new employees
• Implementing and maintaining processes targeted at efficient operations and positive employee experience
• Collaborate with the US Call Centers Managers, Field Service Business Managers and Sales Managers to ensure we are meeting and exceeding customer expectations
• Utilize metrics and quality measurements to optimize the customer experience during the scheduling process
• Promote the Agilent Cross Lab "Insight to Outcome" brand within your organization
• Actively fostering a quality and continuous improvement culture within the organization
• Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.
• Oversee and ensure conflict/escalation resolution between employees and customers
• Compliance in call management according to Agilent policies.
• Lead change management efforts by driving the planning, communication, implementation, and adoption of organizational and operational changes while minimizing business disruption.

Qualifications

• Academic/ higher education degree is preferred, though we will also consider applicants with an equivalent combination of education, training, and relevant experience.
• 6+ years of customer service, scheduling or relevant experience.
• 2+ years of demonstrated management skills and ability to design and execute processes and initiatives with little to no supervision.
• Advanced conflict resolution and problem-solving skills required.
• Demonstrated knowledge of the service business and a solid understanding of the scheduling coordinator role and responsibilities.
• Experience leading an organization through significant change, maintaining a positive and inspirational point of view.
• Effective interpersonal and cross-functional collaboration skills including strong influencing skills.
• Demonstrated knowledge of customer preferences, needs, and expectations.
• Excellent written and verbal communication skills; ability to communicate effectively at all levels of the organization.
• Familiarity of software applications such as SAP/CRM are a plus.

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Additional Details

This job has a full time weekly schedule. Applications for this job will be accepted until at least July 9, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $97,920.00 - $153,000.00/yr plus eligibility for bonus, stock and benefits. 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 Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

Occasional

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service