Customer Service Supervisor for Bluefin Robotics Products

1 week ago
ID
2017-29036
USA-MA-Quincy
Required Clearance
No clearance
Category
Other
Employment Type
Full Time
Hiring Company
Bluefin

Basic Qualifications

Bachelor's degree in a related specialized area; or equivalent is required plus a minimum of 5 years of relevant experience; or Master's degree plus a minimum of 3 years of relevant experience to meet managerial expectations.

 

Department of Defense SECRET security clearance is obtainable within 24 months of time of hire. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required

Responsibilities for this Position

General Dynamics Mission Systems has an immediate opening for a Customer Service Supervisor for the Bluefin Robotics product line.  The position provides an opportunity to enhance the performance and profitability of an organization that supports some of our nation’s fundamental defense services.  General Dynamics Mission Systems employees work closely with esteemed customers to develop solutions that allow them to carry out high-stakes national security missions.

 

      Representative Duties & Tasks:

 

  • Provides strategic leadership and direction for the delivery of post-sales services and support to customers
  • First level supervision responsible for at least 1 individual in a supporting role
  • Liaises between customers and manufacturing, engineering, quality assurance, business development, sales, supply chain, contracts and accounting to resolve status, production, delivery and billing inquiries
  • Review and process warranty claims
  • Owns all customer accounts, coordinates RFQ’s for functional input, calculates and prepares pricing documentation, quote sheet documentation, and submits quotes to requestors for spare components, evaluations, repairs, technical support and services.
  • Develop Return Material Authorization (RMA) cases for damaged or defective customer components monitor the progress of the evaluation and repair while keeping the customer well informed of the advancement of their component through our system.
  • Coordinates contract reviews, anticipates and reconciles issues/discrepancies, and maintains comprehensive, accurate files for quotes and orders
  • Manage the cost and schedule of the individual jobs that are initiated by purchase orders
  • Maintain and keep up to date all SaleForce.com opportunities to allow for thorough tracking, reporting, and forecasting
  • Generate monthly report on the financial progress of all orders/jobs and present metrics at the Monthly Program Review (MPR)
  • Monitor and provide support for shipping logistics while adhering to all laws and company policies & procedures related to import & export compliance
  • Routinely check-in with customer base to inquire about upcoming operations and discuss how our organization can assist in adequately preparing them for such activities while also sharing new information on added products and capabilities that may be suitable for their application
  • Administers applicable contracts in accordance with FAR/DFARS regulations
  • Initiate manual invoice process upon project completion
  • Assist Accounts Receivables on past due invoices
  • Update Customer Service procedures as they evolve
  • Compile customer feedback on products and provide that information back to engineering and manufacturing departments on a regular basis

 

 Knowledge, Skills & Abilities 

  • Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules
  • Administers company policies that directly affect subordinate employees
  • Critical human relation and communication skills to understand customer issues and develop helpful responses in a timely manner
  • Demonstrate strong organizational and time management skills
  • Experience with Microsoft Office tools, Estimator Tool, FIN-FRM-033, LiveCycle, BIRS, and Salesforce (or similar CM program). Familiar with IFS & ESM desired but not required.

Company Overview

General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation.  With a global team of 13,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas.  Given the nature of our work and who we are, we value trust, honesty, alignment and transparency.  We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose.  You will also enjoy a flexible work environment where contributions are recognized and rewarded.  If who we are and what we do resonates with you, we invite you to join our high performance team!

 

General Dynamics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce.  EOE/Disability/Veteran

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