SRCTec, LLC is a manufacturing and life cycle management company specializing in the cost-effective production of high-quality, high-reliability, advanced military electro-mechanical products. The company is a wholly owned subsidiary of SRC, Inc., which is a not-for-profit research and development company with more than 65 years of experience in defense, environment, and intelligence. Together, SRC and SRCTec work with the customer for the best solution – not the bottom line – resulting in nationally significant, next-generation solutions that are supported throughout their full life cycle. For more information, visit www.srcinc.com/about/srctec.html.

At SRC, we provide you the freedom and the resources to solve “impossible” problems in a collaborative work environment that integrates research, development, and manufacturing. We strive to proactively identify and eliminate barriers that prevent our employees’ full participation and are committed to ensuring an inclusive and equitable workplace for all our employees. When you join our team, you’ll be a part of something truly meaningful. You’ll join more than 1,300 engineers, scientists, and professionals — with 20 percent of those employees having served in the military — helping to keep America and its allies safe and strong.

In return, you’ll enjoy an inclusive work environment, receive a competitive salary, and experience a comprehensive benefits package that includes four or more weeks of paid time off to start, 10 percent of an employee’s compensation contributed toward retirement, and 100 percent tuition support.

SRCTec is seeking a full-time Product Support Representative to join our Life Cycle Management (LCM) team in a highly technical, fast-paced environment. The Product Support Representative is responsible for documenting and responding to customer service requests and managing requests to customer-approved resolution and closure. Our Product Support Representatives interface with U.S. Government, U.S. and foreign military, and global commercial customers and represent SRCTec’s commitment to ensuring our customers receive the very best support services for our products. Additionally, the accurate collection of field failure information is business-critical feedback for the Life Cycle Management organization in the continual pursuit of product improvements and reduced cost of ownership. General responsibilities include recording and responding to customer requests, ensuring technical issues and support requests are resolved to the customer’s satisfaction, issuing and tracking Return Material Authorizations (RMAs) through internal and/or supplier repair processes, verifying/documenting shipment of parts and returns to inventory, and other related services processes. The Product Support Representative is also responsible for generating weekly service metric reports, contractual customer reports/contract deliverables requirements lists (CDRLs), and ad-hoc service performance analysis reports.

Responsibilities:

• Respond to customer phone calls and emails 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 current status
• Monitor and actively manage 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 service performance measurement targets; recommend/drive continuous process improvement to achieve targets and improve customer support
• Initiate and communicate shipping and tracking of replacement equipment from available customer-owned inventory located at SRCTec
• Develop/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
• Ensure data completeness, accuracy, and integrity are achieved throughout the receipt, resolution, and closure of every service request 

Requirements:

• Associate degree and at least three years’ experience working in a technical customer service position (equivalent combination of education, training and experience will 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 in order to accurately document issues and resolution status and minimize variations in process
• Willing and motivated to learn; desire to understand the peripheral processes that provide input to, or derive outputs from, the support services processes
• Strong time management and prioritization skills; not easily frustrated or overwhelmed
• Ability to effectively manage multiple customer service requests concurrently while effectively discerning and managing changing priorities
• Able to work efficiently and effectively within a collaborative team environment and independently
• Must possess basic computer application skills including MS Office suite
• Proficient in Microsoft Excel (e.g., sorting/filtering, vlook-ups, creating and working with Pivot tables, etc.)
• Must possess exceptional organizational, process management, and written and verbal communications skills

Preferred Experience

• Experience with visualization software such as Power BI Desktop
• Familiarity with relational databases and data mining
• Experience working in both the commercial and DoD sectors
• Experience working with Government Furnished Equipment and ITAR/export regulations

Total compensation for this role is market competitive. The anticipated salary range for this position based out of Syracuse, NY is estimated at $59,000 to $67,000 annually. The actual salary will vary based on applicant’s experience, skills, and abilities, geographic location as well as other business and organizational needs. SRC offers competitive benefit options, for more details please visit our website.

Equal Opportunity

Individuals seeking employment are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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