Customer Care Coordinator - Military veterans preferred

Description

Leidos is hiring for a Customer Care Coordinator to oversee end-to-end responsibility for warranty and repair status activities and strategies for the Common Hardware Systems – 6th Generation (CHS-6) contract. This role focuses on helping customers achieve their goals with a CHS-6 products, services & delivery, driving long-term satisfaction and retention.  The CSC will takes a hands-on approach to managing relationships, including proactive communication, understanding customer needs, and ensuring they are satisfied with CHS service delivery. This position will sit onsite at either our Edgewood, MD or Orlando, FL office.

The Customer Care Coordinator serves as a key member of the PMO team, reporting to the CHS-6 Business Transformation Manager. CHS-6 was awarded US Army IDIQ contract with a ceiling value of $7.9B over 10-years in 2023.

Come join our program as Leidos modernizes how the US Military procures and maintains their C5ISR fielded equipment.

Primary Responsibilities:

• Take proactive and strategic approach to cultivating relationships, going beyond resolving base-level immediate issues.  
• Support warranty & repair program in accordance with PWS and as identified by the CHS-6 Leidos Program management Office.
• Own customer & end-user relationship. Serve as the senior advisor for CommIT hardware warranty and repair activities for the program.
• Continually develop creative strategies to increase program efficiencies. Ability to perform or oversee make versus buy analysis while weighting program risk.
• Maintain warranty and repair analysis data to facilitate strategic decisions.
• Work with vendors to resolve repair concerns/issues as the arise.
• Work through ServiceNow to input repair requests, establish Repair Order Numbers, communicate back to customer, and input into Integrated Logistics Platform.
• Assist PMO and finance with continued efforts to improve the company business case for items on the CHS-6 catalog of items.
• Focus on building and maintaining long-term relationships with customers, often involving proactive outreach, personalized communication, and strategies for customer retention.
• Develop and improve working relationships with 3rd party warranty and repair providers and provides SOW guidance to Leidos Subcontracts organization.
• Develop relationships with US Army customer to resolve issues regarding warranty provisions for CommIT hardware.
• Assist the Leidos CHS-6 Program Manager and Contracts Manager to notify the customer of any product defects discovered prior to Government acceptance.
• Responsible for Government reporting requirements such as failure analysis and trend reporting.
• Support property management accountability relative to sparing and repairs.
• Document processes and strategies.
• Track all orders with active warranties and OEM product lines’ risk and profitability levels.
• Develop a strong understanding of clients and provide unparalleled support through the lifecycle of a contract, putting Leidos in the best position possible for future growth.
• Capture and provide client feedback for CHS-6 Program Management teams to continue adding value to the client’s mission.
• Create and maintain reports that track warranty & repair efforts and status. 
• Strong communication skills and agility in working within matrixed organizations.

Basic Qualifications:

• Bachelor of Science in Engineering, Supply Chain Management, Business, or related scientific/technical discipline and 5+ years of prior relevant experience or a Master’s Degree with 3+ years of prior relevant experience. Additional years of experience, training or certifications may be considered in lieu of a degree.
• US Citizenship required. Active DoD Secret clearance or the ability to obtain a DoD Secret clearance.
• Ability to coordinate with a matrixed team on the program’s vision for logistics, warranty, and repair activities.
• Experience providing program oversight and execution for warranty and repair efforts utilizing multiple vendors.
• Proven ability to successfully build relationships with customers.
• Project and operations management experience.
• Effective organization skills and the ability to prioritize multiple tasks.
• Ability to travel to Aberdeen Proving Ground, MD; Edgewood, MD; Orlando, FL, Leidos office and other customer sites as needed.
• Proficiency in Microsoft office.

Preferred Qualifications:

• Active DoD Secret Clearance.
• Background in IT equipment & Defense contracting.

EIO2024

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

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.