Customer Service Supervisor

The Customer Service Supervisor will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) contract in support of the U.S. Department of State. This position will be responsible for the site Customer Service Center and will report to the Site Services Manager. The Customer Service Supervisor will provide direct oversight of daily service desk operations and reviews all data entry and completion for work order performance, and reviews and ensures quality services are provided in accordance with program requirements. This position works in tandem with the Site Services Manager to support the multiple functions of the site Customer Service Center. Duties for this position consist of support to the work order processing functions. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

DUTIES:

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.

• Provide direct oversight on:

• Clerk interactions with customers on daily basis, informing customers of policies/procedures during work order request procedures using good customer service skills.
• Clerk performance of receiving, processing, and submitting work order requests.
• Clerk scheduling and performance of shifts to accept service calls from customers 24 hours a day, 365 days a year.

• Review documenting calls and issuances of work or service tickets and dispatching of personnel by phone or radio, as needed. Provide training to clerks to be capable of learning to prioritize the calls - emergency, urgent, or routine - and direct an appropriate response.
• Understand the contract scope of work to document and refer work outside the contract scope to the Operations Manager for guidance.
• Perform and document 100% customer call back to ensure satisfactory resolution of work tickets.
• Perform operator-level preventive maintenance on desktop computer workstation.
• Maintain records related to work orders, reports, and office activity.
• Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk, capability to work with a team, ability to work with Customer Service Center customers effectively and politely as well as handle emergency situations effectively.
• Routinely train operators in basic to advanced operation of GMMS (Global Maintenance Management System.
• Lead the team and their respective delivery outcomes for both submitting and processing all requests through the Customer Service Center in a professional, customer focused, and a high performing 2nd line support service.
• Manage performance and set direction and priorities for individuals and the team. Assign clear accountabilities and performance expectations. Review performance and address underperformance when needed.
• Develop and maintain relationships with key Management personnel both internal and external.
• Coordinate and organize a variety of periodic and routine meetings within the Customer Service Center staff.
• Liaise with employees in the continual procedures and knowledge of the SOP and SOW.
• Perform additional duties and projects as assigned.

REQUIRED:

• Minimum Acceptable Experience Level: Two years of experience supervising or leading a customer service desk, with four years of general customer service desk related experience.

• Knowledge, Skills, and Abilities:
  • Excellent interpersonal and communication skills.
  • Ability to master the use of GMMS.
  • General knowledge of trades or maintenance activities and trade used terminology.
  • Strong organizational skills and ability to plan and prioritize work while responding flexibly to rapidly changing priorities.
  • Thorough understanding of staff scheduling and shift changes.
  • Ability to work unsupervised and use initiative when necessary. Deal with conflicting priorities calmly and effectively.
  • Strong relationship management skills.
  • Expert written and verbal English communication skills to facilitate and disseminate information.
  • Work well under pressure and in a demanding working schedule.
  • Work proactively to resolve problems. Provide regular feedback to team and management.
  • Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer.
  • Expert level skills with Outlook and Microsoft Excel spreadsheets.
  • Ability to understand and memorize standard operating procedures.
  • Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.
  • Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
  • Cross-cultural sensitivity with an international perspective.
  • Ability to become an active and functioning member of a team.
  • Must have the ability to be innovative and be an agent for change.
• Education: A high school diploma or GED.
• Passport, Licenses and Certifications: As part of pre-contingency requirements, by the time the visa process starts, candidates must possess a valid passport of home country with a minimum of 18 months remaining to expiration date with 8 blank pages. Valid drivers' license from Home of Record.
• Security Vetting: Already possess a US Government issued security clearance Secret Clearance or be able to obtain a favorable Secret Clearance certification or US Government clearance prior to being hired is required for the position. Must maintain eligibility at the required certification or clearance level for the duration of the contract.
• Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
• Citizenship: Must be eligible for US Government Clearance.
• Medical: Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.

DESIRED:

• Previous experience with WOW, GMMS, and Maximo software.
• Previous experience in a trades, construction, or maintenance environment.
• Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus.
• Experience working with Amentum.

WORKING AND LIVING CONDITIONS:

This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environment. Temperatures can reach 120- 130 degrees Fahrenheit/50-55 degrees Celsius during the summer months. Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of 6 days per week and 10 hours per day, while some jobs have higher daily and weekly minimums. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time and being capable of running and 'duck & cover' during emergencies without putting oneself or others at risk.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans and Labor Laws Posters .