Product Support Representative
2 months ago
SRCTec, LLC is currently seeking a full time Product Support Representative to join our Life Cycle Management (LCM) team. Our Customer Service Representatives play a critical role in our business and own responsibility for documenting and responding to all customer service requests and managing these requests to customer-approved resolution and closure. Product Support Representatives provide the direct interface with U.S. Government, U.S. and foreign military, and global commercial customers and represent SRCTec's commitment to ensuring customers receive the very best support for our products. The selected candidate will be passionate about building strong customer relationships, self-motivated, and have a high level of attention to detail.
What You'll Do
- Respond to customer emails and phone calls 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 the current status
- Monitor 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
- 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
- Bachelor's degree with 0+years' experience, or Associates degree with 1+ years' experience working in a customer service position. Any equivalent combination of education, training and experience will also 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 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
- Must be a U.S. citizen. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified (SECRET) information
SRC is a not-for-profit research and development company that combines information, science, technology and ingenuity to solve "impossible" problems in the areas of defense, environment and intelligence. Across our family of companies, we apply bright minds, fresh thinking and relentless determination to deliver innovative products and services that are redefining possible®. When you join our team, you'll be a part of something truly meaningful - helping to keep America and its allies safe and strong. You'll collaborate with more than 1,400 engineers, scientists and professionals - with 20 percent of those employees having served in the military - in a highly innovative, inclusive and equitable work environment. You'll receive a competitive salary and comprehensive benefits package that includes four or more weeks of paid time off to start, 10 percent employer contribution toward retirement, and 100 percent tuition support.
Total compensation for this role is market competitive. The anticipated salary range for this position based out of Syracuse, NY is estimated at $51,000 to $58,000 annually. The actual salary will vary based on applicant's experience, skills, and abilities, geographic location as well as other business and organizational needs. SRC offers competitive benefit options, for more details please visit our website.
Equal Opportunity
Individuals seeking employment are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Learn more about SRC:
About Us
Employee Benefits
Diversity, Equity & Inclusion
Awards & Recognition
Security Clearance
- Location Syracuse, New York
- Employment Type Full-Time Salaried
- Experience Required 0+ Years
- Education Required Bachelors Degree
- Security Clearance Requirement Must meet eligibility requirements
- Travel % 0
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