SRCTec, LLCย is currently seeking a full-timeย Product Support Representative to join our Life Cycle Management (LCM) team. Our Customer Service Representatives play a critical role in our businessย andย 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 representย SRCTecโsย 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.
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What Youโll Doย
- Respond to customer emails and phone calls for support services during contracted support hours and within contracted response timesย
- 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 theย current statusย
- 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)ย
- Own achievement of customer service performance measurement targets; recommend/drive continuous process improvement to achieve targets and improve customer support performanceย
- Initiate and communicate shipping and tracking of replacement equipment from available customer-owned inventory located at SRCTecย
- Generate standard andย adhocย 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 analysisย
- 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 informationย
What Youโll Bringย ย
- Bachelorโs degree with 0+yearsโ experience, orย Associatesย degree with 2+ yearsโ experience working in a customer service position. Any equivalent combination of education, training and experience will also be consideredย
- Professional customer communication and interfacing skills; strong customer advocacy and customer-first attitudeย
- High level of attention to detail and documentation accuracy; intellectual curiosity with regards to data and determination to work through problemsย
- 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 processย
- Willing and motivated to learn; desire to understand the peripheral processes that provide input to, or derive outputs from, the support services processesย
- Strong time management and prioritization skills; not easily frustrated or overwhelmedย
- Ability to effectively manage multiple customer service requests concurrently while effectively discerning and managing changing prioritiesย
- Able to work efficiently and effectively within a collaborative team environment and independentlyย
- Must possess basic computer application skills including MS Office suiteย
- Must possess exceptional organizational, process management, and written and verbal communications skillsย
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What Sets Us Apart?
SRCTec, LLC is a manufacturing and life cycle management company specializing in the cost-effective production of high-quality, high-reliability, advanced military electro-mechanical products. SRCTec is a wholly owned subsidiary of SRC, Inc.
SRC is a not-for-profit research and development company that combines information, science, technology and ingenuity to solve โimpossibleโ 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 possibleยฎ. When you join our team, youโll be a part of something truly meaningful โ helping to keep America and its allies safe and strong. Youโll collaborate with more than 1,400 engineers, scientists and professionals โ with 20 percent of those employees who have served in the military โ in a highly innovative, inclusive and equitable work environment. Youโll 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 $53,000 to $57,000 annually. The actual salary will vary based on applicantโs 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.ย ย