Description
Job Description:
The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos’ comprehensive suite of fully-integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.
SES is comprised of three divisions to align with our customers’ missions and needs:
Aviation Solutions
Ports & Borders
Global Services
SUMMARY:
As a Customer Service Coordinator you will perform a wide variety of tasks involving the coordination of customer service inquiries and problems in a customer service environment in line with client contract deliverables. Reviews customer problem and initiates action for repair, replacement/return or field service; or refers highly unusual situation to higher authority for review and reconciliation. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manages telephone and email enquiries about breakdowns, products and services
Raising service requests as required, in Siebel and/or Salesforce Service Lightning CRM system
Raising parts orders where required, in Costpoint ERP system
Manages machine down incidents both with the customer and internal customers
Reviews open service requests and brings to a satisfactory closure within a timely manner, including checking engineers time and expenses and parts used
Ensure all relevant paperwork is correctly filed and uploaded
Coordinates repairs and technical support with field personnel and supervisors then schedule workload accordingly
Ensure the Siebel and/or Salesforce Service Lightning database is regularly updated
Manage return materials authorisation (RMA) process
Manage the process for quotations and payment requests
Keep customers regularly informed of service request progress
Carry out Call Closure with customers
Report on progress and problems providing informative customer feedback
Maintain competency in the duties and responsibilities of associated customer service roles
Promotes products and services as appropriate.
Administrative aspects as necessary for successful execution of role
Carry out other tasks of reasonable nature as requested by Line Management
QUALIFICATION REQUIREMENTS
EDUCATION and/or EXPERIENCE:
Secondary school education/ GSCE Pass Level. With a broad background and experience in customer service environment, preferably in high technology manufacturing industry. Must be computer literate and be proficient knowledge of Microsoft Office applications.
OTHER SKILLS AND ABILITIES:
Must possess excellent administrative and organisational skills.
Good communication skills, particularly over the telephone with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
Must have ability to perform multiple activities simultaneously and execute effectively under strict time constraints.
Position requires a team player with professional maturity, proactive and a ‘can do’ attitude.
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
Contributory Pension Scheme
Private Medical Insurance
33 days Annual Leave (including public and privilege holidays)
Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
Pay Range:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 47,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
