Customer Care Coordinator

Description

Title: Customer Care Coordinator

Location: Hybrid (Edgewood, MD office and remote)

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 CHS-6 products, services & delivery, driving long-term satisfaction and retention. The Customer Care Coordinator will take a hands-on approach to managing relationships, including proactive communication, understanding customer needs, and ensuring they are satisfied with CHS service delivery. The Customer Care Coordinator serves as a key member of the PMO team, reporting to the CHS-6 Task Order, Warranty and Repair 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.

This hybrid opportunity is based in Edgewood, MD and offers a mix of onsite and remote work.

Primary Responsibilities:

• Take proactive and strategic approach to cultivating relationships, going beyond resolving base-level immediate issues.
• Add supports 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 an 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 and Task 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.
• Customer Relationship Management: 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 provide SOW guidance to Leidos Subcontracts organization.
• Develop relationships with US Army customer to resolve issues regarding warranty provisions for CommIT hardware.
• Assiss with 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.
• Strong communication skills and ability to work well with matrixed organizations.
• 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 thattrack warranty & repair efforts and status.

Basic Qualifications:

• Bachelor's in Engineering, Supply Chain Management, Business, or related discipline and 5+ years of prior relevant experience or an Associate's degree with 8+ years of relative experience. Additional experience may be considered in lieu of a degree.
• US citizenship; Ability to obtain and maintain DISS 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.
• 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 DISS Secret Clearance.
• Background in IT equipment & Defense contracting.

AMSOPP1

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

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.

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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