Customer Support Operations

Location : 7981 Georgia St, Hill AFB, UT 84056

Have an immediate need of a Contract Support Administrator, working onsite at Hill AFB, Utah. So the candidate must be local, able to travel (certain

• sites)

Background

The Logistics Services (LS) team supports the Hill Performance Based Logistics (PBL)

contract, the largest repair and overhaul contract at Customer Support Operations

today. The current Contractor Support Administrator (CSA) workload has increased

from 15 transactions a month to 100 a month. We expect this effort to continue to grow

to 300 transactions per month as the depot production increased to meet customer

demand. The need is to hire an experienced CSA to help pick-up half the workload. The

need for experience and knowledge is critical in this position as there will very little time

for training and theory of operation on a CSA role.

Position Summary

Administers contracts and agreements for customer accounts to achieve division

business objectives and to meet customer performance expectations. Interprets

customer requests, monitors performance and delivery, investigates complaints,

generates proposals, negotiates pricing, and ensures compliance with contracts and

agreements.

Level and Period of Performance :

Anticipate requiring one (1) Contract Support Administrator for 40 hours weekly for a

period of 1 year. Effort is performed on Hill Air Force

Base, Utah, and ability to meet base access standards is required.

Travel at 10% is required to work with CSO and OEM divisions.

Scope of Work

Provide Contract Support Administration to the CSO Logistics Services team in support

of the Hill PBL and other contracts to help off-set the influx of requirements. The hired

individual will need to complete the following services :

1) Execution Phase

a. Conduct CAV-AF transactions in US Air Force system.

b. Develop, maintain, and monitor schedules.

c. Prepare and submit contract deliverables.

d. Manage internal division spend (EWAs).

e. Order Management : Order review, acknowledgement, and entry.

f. Backlog Management : Ensuring backlog is accurate and complete.

g. Coordinate with relevant functions on technical and / or quality issues.

h. Support shipments and invoicing.

i. Access Government Information System (MRO Apps) to download and

distribute daily reports.

j. Authorizes the work to be performed by releasing the Sales Order into the

system.

2) Contracts

a. Investigate and resolve claims or complaints by collecting and analyzing

information.

b. Resolves customer complaints concerning invoices or billing discrepancies.

c. Identifies the need for amendments or extensions to warranty or service

agreements.

d. Determines when customer requested changes are out-of-scope.

3) Other

a. May provide leadership to others in customer support, a related function, or a

business team. Acts as prime contact on high level projects. Establishes

goals and objectives required to complete projects. Trains and mentors less

experienced employees.

b. Bachelor's Degree in Business Administration or an equivalent combination of

education and experience which has provided both theoretical and practical

knowledge in the field.

c. Demonstrated ability to perform the essential functions of the job typically

acquired through six or more years of directly related experience in technical

product customer support or contract administration.