This position supports a warehouse and O&M function for a government customer. The warehouse issues and ships, receives and stores government specialized equipment. Prior to shipment, staff prepares equipment for issue by removing it from storage, inspecting it for operability and current firmware/software as well as that data stored from previous uses has been removed, keeps the location current in the property records and prepares property transfer documents. After receipt into the warehouse, staff updates property location in property records, notifies the shipper that the equipment has been received, downloads data and clears that data from the equipment, inspects the equipment, repairs defects found or arranges for repair at another facility, returns functional equipment to inventory.
The Customer Support Lead assists Program Manager in the scheduling and coordination of all customer related activities related to electromechanical systems. Develops and implements project requirements, schedules, and objectives for multiple of low to moderate complexity. Prepares and coordinates scoping documents and overwatches delivery. Performs ongoing review of project status; identifies possible project risks. Works in conjunction with team members and stakeholders to manage changes to technical requirements and schedule of the project. Provides input on possible changes needed based on current project status and input from the customer. Coordinates work assignments and provides direction with regard to timeliness and completion of project objectives. Addresses performance issues within prescribed guidelines. Provides performance input upon completion of project. Answer incoming calls from customers answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Also interact by phone with outside parties to coordinate actions, make appointments, collect information or conduct follow-up. Lead turnover of completed project to customers, including execution of acceptance documents.
Duties to include: responding to customer inquiries; researching required information; handling and resolving customer complaints; providing customers with product and service information; obtaining customer information; identifying and escalating priority issues; routing issues to staff; follow up customer calls where necessary; completing call logs; producing call reports.