Customer Service Operations at Agilent Technologies - Colombia

, , India -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Improvement, Cross-Functional Collaboration, Stakeholder Engagement, Analytical Mindset, Operational Excellence, Lean, Kaizen, SAP ECC, CRM, QMS Compliance, Audit Preparedness, Root Cause Analysis, Customer Experience, Automation, RPA, Team Development

Industry

Biotechnology Research

Description

Job Description We are seeking a dynamic and experienced Process Excellence Lead to join our team. This individual will be responsible for driving end-to-end process improvement initiatives, ensuring audit readiness, and leading innovation projects across AFO commercial operations. The role requires a strong background in cross-functional collaboration, stakeholder engagement, and an analytical mindset with the ability to influence outcomes at all levels. This role combines need-based production responsibilities with significant process management, audit preparedness, partner management, and indirect people engagement exposure. The ideal candidate will not only drive daily operational excellence but will also lead continuous improvement efforts across functions, foster innovation, and uphold the highest quality standards. Key Responsibilities: Manage day-to-day operational activities with a strong focus on achieving production targets, quality, and customer satisfaction. Identify, lead, and execute process improvement initiatives and Lean/Kaizen projects to drive cost savings and improve process efficiencies. Lead Testing and SOP creation projects ensuring new solutions are effectively implemented across teams. Drive customer feedback analysis (Customer Experience) and action planning to improve customer satisfaction and service delivery. Pioneer Automation and RPA initiatives where applicable to improve productivity and minimize manual effort. Collaborate with cross-functional stakeholders to ensure seamless project execution and alignment with business goals. Ensure QMS compliance and audit readiness (SOX, external audits), including RCA/CAPA and documentation controls. Prepare and present project progress, business cases, and data-driven insights to leadership and business partners. Manage customer escalations and partner with global teams to resolve complex operational challenges. Mentor and guide team members while promoting a positive and collaborative team culture. Own end-to-end responsibility for sub-processes and support daily operations when needed. Supporting the end-to-end Customer Registration (E-Com) process ensuring high accuracy and timely delivery. Perform root cause analysis (RCA) and develop corrective and preventive actions (CAPA) for process deviations and quality issues. Support people engagement initiatives by tracking daily performance, providing coaching and feedback to team members. Work closely with managers and SUPs to address engagement, learning needs, and performance improvements. Play an active role in building a strong team culture focused on accountability, collaboration, and development. Supporting Web Billing process, ensuring end to end process optimization and portal registration. Required Skills & Experience: Proven experience in global process management, preferably PMP certified. Operational excellence in SC and SOM process Strong knowledge of SAP ECC & CRM and other ERP tools Expertise in handling complex administrative and customer service issues with E2E value chain visibility. High proficiency in benchmarking, trend analysis, market analysis, and impact evaluation. Strong written and verbal communication and presentation skills. Ability to influence without authority and drive change across multiple teams. Strong decision-making and problem-solving capabilities. Flexibility to work on stretched goals under a global work environment. Analytical mindset with a focus on measurable outcomes and data-driven insights. Experience handling partner/customer registrations, ACX action planning, and stakeholder engagement. Qualifications Bachelor’s or Master’s degree in Business, Operations, or a related field. 8+ years of experience in operations, process improvement and/ or project management. Exposure to SOX compliance, QMS frameworks, and audit preparedness. Experience in indirect people engagement, daily performance tracking, and team development. 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: Customer Service Graduate and Student Career Site Visit our career site and learn more about Agilent Watch our video playlist to get a glimpse of life at Agilent! As a global leader in laboratory and clinical technologies, we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. Leveraging more than 50 years of expertise, we create advanced instruments, software, and consumables supported by teams of highly skilled and knowledgeable people. With 18,000 employees around the world, our global reach and comprehensive solutions provide the most reliable and accurate results, as well as optimal scientific, economic, and operational outcomes. We work collaboratively with our customers on their journey to make a real difference in human lives. Our culture is founded on trust, respect, and uncompromising integrity, and we pride ourselves on being a dynamic and inclusive workplace that celebrates diversity and fosters innovation. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at Agilent.com.

Responsibilities

The Process Excellence Lead will manage day-to-day operational activities with a focus on production targets and customer satisfaction while driving process improvement initiatives. This role also involves leading innovation projects and ensuring compliance with quality management systems and audit readiness.