Lead Service Center Operations Specialist
2 weeks ago
Position Title: Senior Service Center Coordinator
Company: General Dynamics
Role Overview:
The Senior Service Center Coordinator (SSCC) serves as the primary liaison between the customer and the service center, ensuring a seamless and positive experience throughout the service process. The SSCC is tasked with managing and coordinating all aspects of the service project from the initial agreement to the completion of services, ensuring that customer expectations are met and exceeded.
Essential Duties:
- Maintain ongoing communication with both internal and external customers, providing updates, planning schedules, and coordinating project timelines.
- Deliver consistent and formal communication to customers and management regarding project status, ensuring a high level of customer satisfaction.
- Oversee accurate management of work orders and invoices, ensuring compliance with corporate policies regarding payments and financial reporting.
- Plan and prepare for service visits, ensuring all necessary parts and documentation are ready for the project scope.
- Ensure adherence to proposals, identifying opportunities to maintain target profit margins.
- Manage contract modifications through the work change request process to accurately reflect project impacts.
- Collect and organize final documentation to ensure all outstanding tasks are completed.
- Collaborate with the program office to facilitate fleet retrofit initiatives.
- Request vendor services and monitor material charges for accurate accounting.
- Negotiate warranty considerations and manage vendor service agreement claims.
- Ensure unused materials are returned to inventory promptly and assist in the return of cores.
- Manage the post-service customer experience, including feedback collection and delivery reporting.
- Demonstrate leadership by mentoring junior staff and assisting in their professional development.
Additional Requirements:
- Possession of an A&P license with relevant experience may substitute for educational requirements.
- Proficiency in necessary software applications, including Microsoft Word and Excel.
- Demonstrated leadership skills and the ability to work independently.
Additional Information:
This position requires flexibility to support service operations beyond standard working hours as needed. Equal Opportunity Employer/Veterans/Disabled.
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