Product Support Representative

SRCTec, LLCis 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

What You'll Bring


* Bachelor's degree with 0+years' experience, or Associates degree with 2+ 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 ...