To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00058863
Location: Bedford, GB
Category: Administrative
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance: None
Referral Eligibility: Eligible
Group: Civil

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Description

Job Description:

SUMMARY: Under general supervision, performs 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, Siebel database

  • 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 database is regularly updated

  • 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 broard 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.

External Referral Bonus:

Eligible

External Referral Bonus $:

Potential for Telework:

No

Clearance Level Required:

None

Travel:

No

Scheduled Weekly Hours:

37.5

Shift:

Day

Requisition Category:

Professional

Job Family:

Administrative

Pay Range:

About Leidos

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. 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

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

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.

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