Job Description

The Agilent University Coordinator for Customer Training is responsible for the professional, customer-oriented, and process-compliant coordination of Agilent University training activities. The role ensures that classroom, onsite, virtual, and customer-specific trainings are planned, administered, prepared, delivered, and followed up smoothly. The Coordinator acts as a central interface between customers, trainers, Program Managers, Sales, Scheduling, Customer Care, and internal support functions.

Purpose of the Role

The purpose of the position is to ensure high customer satisfaction, efficient training execution, and reliable service quality. The Coordinator supports customers in using the appropriate training formats, ensures transparent communication, and makes sure that all relevant process steps, documentation, and system entries are completed accurately and on time.

Main Tasks and Responsibilities

• Coordinate customer trainings in the formats of classroom training, onsite training, virtual instructor-led training, and customer-specific training.
• Handle customer inquiries through central entry channels, particularly email, phone, or internal forwarding by Sales, Field Service, or Customer Care.
• Support the selection of suitable training formats based on customer needs, instrument configuration, software version, number of participants, training objective, and availability.
• Plan and align dates, trainers, rooms, laboratories, training materials, participant lists, digital access, and other logistical requirements.
• Maintain and manage relevant data in LMS, SAP/CRM service order processes, OSBR, or other local tools.
• Prepare and send training confirmations, digital training materials, remote access details, participant information, feedback links, and certificates.
• Monitor registrations, participant numbers, course utilization, and open items through to successful completion of the training.
• Support service order closure, billing preparation, OSBR updates, and follow-up on missing documents or feedback.
• Communicate with trainers, Program Managers, and customers regarding schedule changes, special requirements, escalations, or unclear training content.
• Ensure compliance with processes, local requirements, quality standards, and Customer Education standards.

Qualifications

• Completed commercial, administrative, technical, or comparable education; alternatively, relevant professional experience in training coordination, customer service, service administration, or project coordination.
• Experience in planning and organizing trainings, seminars, customer appointments, or service-related workflows.
• Good understanding of end-to-end processes in customer training, from inquiry and planning through delivery, completion, feedback, and billing.
• Confident use of Microsoft Office, especially Outlook, Excel, Word, and PowerPoint.
• Experience with CRM, LMS, SAP, or comparable administrative systems is an advantage.
• Basic understanding of technical or scientific training environments, especially in laboratory, service, or instrument-related settings, is desirable.
• Very good written and spoken English skills; additional European languages, such as German or French, are an advantage but not mandatory.

Personal Competencies

• Strong customer orientation with professional, friendly, and reliable communication.
• Very good organizational skills, structured working style, and high reliability when handling parallel tasks.
• Ability to set priorities and act in a solution-oriented manner, even in the case of short-term changes.
• High attention to detail in data maintenance, documentation, scheduling, and customer communication.
• Team-oriented collaboration with trainers, Program Managers, Sales, Scheduling, and other interfaces.
• Independence, initiative, and accountability for the full completion of assigned processes.
• Professional handling of escalations, customer questions, and unclear situations.
• Intercultural awareness and confident communication in an international EMEA environment.

Key Tools and Process Knowledge

• CRM / Service Order Management: creation, maintenance, status tracking, notes, document attachments, and closure support.
• LMS: course creation, participant registration, rosters, certificates, feedback links, and training documentation.
• Outlook / Shared Mailbox: structured handling of customer inquiries, follow-up, transparent communication, and prioritization.
• MIMEO / digital material distribution: provision of training materials and access information.
• OSBR / Reporting: support for revenue recognition, closure status, and open items.
• Webex or comparable virtual meeting tools: preparation and communication of remote training information.
• Local tools and processes for room planning, catering, printing, participant lists, feedback management, and certificate creation.

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. Information about Agilent is available at www.agilent.com.

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