SRCTec is seeking a full-time technical customer service representative to join our Life Cycle Management (LCM) team. The customer service representative is responsible for documenting and responding to customer service requests and managing requests to customer-approved resolution and closure. Our customer service representatives interface with U.S. Government, U.S. and foreign military, and global commercial customers and represent SRCTec's commitment to ensuring our customers receive the very best support services for our products. Additionally, the accurate collection of field failure information is business-critical feedback for the Life Cycle Management organization in the continual pursuit of product improvements and reduced cost of ownership. General responsibilities include recording and responding to customer requests, ensuring technical issues and support requests are resolved to the customer's satisfaction, issuing and tracking Return Material Authorizations (RMAs) through internal and/or supplier repair processes, verifying/documenting shipment of parts and returns to inventory, and other related services processes. The customer service representative is also responsible for generating weekly service metric reports, contractual customer service reports/contract deliverables requirements lists (CDRLs), and ad-hoc service performance analysis reports.
Responsibilities:
Respond to customer phone calls and emails for support services during contracted support hours and within contracted response times
Record relevant details of customer issues and support requests in a customer support record (CSR) database; update the CSR record as needed through resolution/closure to ensure CSRs accurately reflect current status
Monitor and actively manage progress of customer support requests within the end-to-end service process(es) involving multiple SRCTec functional teams (e.g. contracts, finance, material handling/shipping, inventory, manufacturing/repair, International Trade Compliance)
Own achievement of customer service performance measurement targets; recommend/drive continuous process improvement to achieve targets and improve customer support performance
Initiate and communicate shipping and tracking of replacement equipment from available customer-owned inventory located at SRCTec
Develop/generate standard and adhoc service-related reports in support of program requirements; provide direct support to program managers through delivery of ad-hoc service performance and failure data reports and analysis
Perform independent research within internal databases (e.g. part information, contracts, configuration management, repairs, etc.) and customer contracted logistics databases to ensure CSRs contain correct information
Requirements:
Associate degree and at least three years' experience working in a technical customer service position (equivalent combination of education, training and experience will be considered)
Professional customer communication and interfacing skills; strong customer advocacy and customer-first attitude
High level of attention to detail and documentation accuracy; intellectual curiosity with regards to data and determination to work through problems
Self-motivated to research data from a variety of internal and external sources while investigating service status and issues; ability to synthesize technical information from these sources in order to accurately document issues and resolution status and minimize variations in process
Willing and motivated to learn; desire to understand the peripheral processes that provide input to, or derive outputs from, the support services processes
Strong time management and prioritization skills; not easily frustrated or overwhelmed
Ability to effectively manage multiple customer service requests concurrently while effectively discerning and managing changing priorities
Able to work efficiently and effectively within a collaborative team environment and independently
Must possess basic computer application skills including MS Office suite
Must possess exceptional organizational, process management, and written and verbal communications skills
Preferred Experience
Experience with visualization software such as Power BI Desktop
Familiarity with relational databases and data mining
Experience working in both the commercial and DoD sectors
Experience working with Government Furnished Equipment and ITAR/export regulations
