Scheduling Manager - UK & Ireland in Cheadle Hulme

About the Role

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.

As our Scheduling Manager you will be fostering a high-performance scheduling team at our UK & Ireland Service Contact Centre in Cheadle, Manchester. The team consists of around 13 people who schedule our team of highly skilled Field Service Engineers - performing installations, repairs and routine servicing. They work closely with our customers to meet and exceed their expectations and maximise the efficiency of our field operations.

The Scheduling Manager should also be focused on the business's financial results including revenue growth and profitability, customer satisfaction and leading a best-in-class scheduling team. 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 people management, 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 European Contact Centre 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.
• 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.

The position is based in Cheadle (Manchester) with the flexibility to work on a hybrid model (3 days in the office, 2 days from home).

Qualifications and Skills

• Academic/higher education degree is preferred, though we will also consider applicants with an equivalent combination of education, training, and relevant experience.
• A proven track record of relevant experience (by means of orientation: 6+ years), this may include leadership and/or management, project leadership, team coordination, mentoring, or other forms of responsibility.
• Requires strong people management skills and the ability to design and execute processes.
• 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.
• Innovative approach to continuous improvement.
• 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.

We offer

We provide an exciting and collaborative environment where innovation thrives. You’ll be part of an ambitious team passionate about developing best-in-class instrument solutions for cancer diagnostics. Our department brings together technicians and academics from diverse disciplines, working side by side in both office and laboratory settings—making on-site presence essential. We value a workplace where achieving goals is as important as enjoying the journey. If you’re driven by the excitement of complex instrument development and committed to keeping the customer at the center of your work, we’d love to hear from you.

Application

This is a prioritized hire so please forward your application and CV as soon as possible via our online recruitment system.

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: Occasional

Shift: Day

Duration: No End Date

Job Function: Customer Service