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
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
Scheduled Weekly Hours:37.5
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.