The Americas (AFO) Authorized Service Provider (ASP) Program Manager in the Customer Service Organization (CSO) is responsible for managing regional ASP Suppliers. The objective of this role is to maintain, improve support and ensure the channel for scheduled services connects with the strategy and direction of the WWCSO and customer expectations. ASP Program Management includes: Supplier Risk Assessment, on-boarding and tracking training of ASP technicians, regular supplier performance measures and business assessments to ensure quality of service delivery.
Implement WW sourcing strategy in the assigned territory, ensure an effective, coherent & consistent ASP program across the region.
Develops and execute service sourcing strategies, implementation plans and priorities for the assigned territory by working with business partners.
Evaluates, negotiates, develops and manages strategic or complex relationships with Service Providers (OEM/3PP) and/or Service Contractors (ASP). Regularly check the implementation against business goals and defined objectives.
Has deep business knowledge of ASP in the assigned territory, analyze suppliers’ potentials and collect performance feedback.
Conduct and documents Service Supplier sourcing, selection and negotiations to assure best SLA and financial margins.
Ensure full legal compliance and alignment of territory with agreed Service Sourcing strategy, policy, guidelines and work closely with Regional and Country legal/compliance teams.
Acts as local contact to ensure the Service Suppliers (ASP) working, legal, compliance, admin and records practices are up to date, communicated and in place.
Implement Suppliers management and categorization as per policy and business guidelines.
Management of ASP program processes, documentation, data, contracts & exhibits, records storage in assigned territory.
Ensures good co-operation and collaboration with Country, District and/or Territory CSO Managers, and ASP Operations resources.
Escalation point of contact, effectively resolve supplier issues including contract disputes, payment terms, Service Level reoccurring supplier issues.
Execute Providers consolidation and discount negotiation to achieve better SLA and financial margins.
Responsible to meet objectives stated for the territory in Business Fundamental Table or KPI.
Ensure proactive management of suppliers in line with ACG goals by continuous monitoring of supplier relationship strategies to ensure maximum value for Agilent and Agilent’s customers. Adjust approach to maximize results and aid effective cost control.
Use tools for efficient execution, monitoring & reporting of SSM program functions and objectives.
Reports on ASP/OEM/3PP Prg. costs, implementation and performance. Provide ad-hoc reports.
Execute processes and maintain documentation that ensure legal, policy, quality and audit compliance at-all-times.
Manage business in compliance to Standard of Business Conduct, Policy and Legal requirements.
Responsible for service suppliers’ price management, operational optimization and consolidation.
Drives suppliers’ consolidation and on-going negotiations to achieve given targets, SLA’s and savings.
Supplier Management:
On-going reviews and documents Service Supplier sourcing; negotiates to assure best SLA and financial margins.
Has deep market knowledge to Identify alternative service suppliers.
Lead simple to complex negotiations with Service Suppliers in assigned territory.
Supplier Performance Management, establish SLA/Key Performance Indicators requirements, retrieve performance indications and act on issues.
Categorize the providers based on company policy/guideline and customer’s requirement, define providers review calendar and conduct scheduled service suppliers’ evaluation reviews involving CSO management as required.
Responsible for ASP compensation management, hourly rates setting, establishing contract, maintain documentation, TQRDC with regular reviews on performance metrics and follow up actions.
Establish CDA/PSA/MSA/SOW/Contract/Exhibits content for Service Suppliers as per guideline.
Supply Chain Management with a focus on achieving given SLA at lowest Total Cost of Ownership (TCO), if applicable.
Network in a complex environment to build and maintain effective working relationships with Customers (internal and/or external), Service Suppliers and Business.
Collaborate with other Agilent teams to ensure a “One Agilent” approach, focused on optimizing the customer (internal and/or external) experience.
Respond to internal customer feedback, escalations and lead corrective Actions involving Service Suppliers as appropriate.
Contributes to projects with complex implementation, multiple priorities and big data.
Develop, optimize and execute processes involving different Agilent Organizations.
Assist countries to develop local skills in supplier service calls management, if applicable.
Ensures that QMS processes with respect to Supplier Management are followed across the assigned territory.
Proficiency in English and Portuguese, both written and spoken
Bachelor's, Master's Degree or equivalent
Minimum 4+ years of relevant experience in supplier management, service sourcing, or a related field
Proven track record in managing strategic relationships with service providers and negotiating contracts
Strong understanding of supplier risk assessment and performance management
Proficiency in using supplier management software and tools.
Ability to collaborate effectively with cross-functional teams and stakeholders
Strong problem-solving and conflictresolution abilities
Ability to evaluate supplier performance and implement corrective actions
Originally posted on Himalayas
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