Customer Support Operations

7 days ago

Hill AFB, United States LanceSoft Inc Full time
Location: Hill AFB, UT 
Have an immediate need of a Contract Support Administrator, working onsite at Hill AFB, Utah. So the candidate must be local, able to travel (certain client sites) and US Citizen

Background
The Logistics Services (LS) team supports the Hill Performance Based Logistics (PBL)
contract, the largest repair and overhaul contract at Customer Support Operations
today. The current Contractor Support Administrator (CSA) workload has increased
from 15 transactions a month to 100 a month. We expect this effort to continue to grow
to 300 transactions per month as the depot production increased to meet customer
demand. The need is to hire an experienced CSA to help pick-up half the workload. The
need for experience and knowledge is critical in this position as there will very little time
for training and theory of operation on a CSA role.

Position Summary
Administers contracts and agreements for customer accounts to achieve division
business objectives and to meet customer performance expectations. Interprets
customer requests, monitors performance and delivery, investigates complaints,
generates proposals, negotiates pricing, and ensures compliance with contracts and
agreements.

Level and Period of Performance:
Anticipate requiring one (1) Contract Support Administrator for 40 hours weekly for a
period of 1 year. Start date is 1 September 2023. Effort is performed on Hill Air Force
Base, Utah, and ability to meet base access standards is required.

Travel at ?10% is required to work with CSO and OEM divisions.

2
Scope of Work
Provide Contract Support Administration to the CSO Logistics Services team in support
of the Hill PBL and other contracts to help off-set the influx of requirements. The hired
individual will need to complete the following services:
1) Execution Phase
a. Conduct CAV-AF transactions in US Air Force system.
b. Develop, maintain, and monitor schedules.
c. Prepare and submit contract deliverables.
d. Manage internal division spend (EWAs).
e. Order Management: Order review, acknowledgement, and entry.
f. Backlog Management: Ensuring backlog is accurate and complete.
g. Coordinate with relevant functions on technical and/or quality issues.
h. Support shipments and invoicing.
i. Access Government Information System (MRO Apps) to download and
distribute daily reports.
j. Authorizes the work to be performed by releasing the Sales Order into the system.
k. Client focal for base access in support of contract execution

2) Contracts
a. Investigate and resolve claims or complaints by collecting and analyzing
information.
b. Resolves customer complaints concerning invoices or billing discrepancies.
c. Identifies the need for amendments or extensions to warranty or service
agreements.
d. Determines when customer requested changes are out-of-scope.

3) Other
a. May provide leadership to others in customer support, a related function, or a
business team. Acts as prime contact on high level projects. Establishes
goals and objectives required to complete projects. Trains and mentors less
experienced employees.
b. Bachelor’s Degree in Business Administration or an equivalent combination of
education and experience which has provided both theoretical and practical
knowledge in the field.
c. Demonstrated ability to perform the essential functions of the job typically
acquired through six or more years of directly related experience in technical
product customer support or contract administration.

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