Customer Service Supervisor (Planning and Scheduling Analyst)

at  Amentum

Amentum is looking for a Customer Service Representative Supervisor (SPOC) Role to join our Operations Team.
The Customer Service Representative Supervisor is a position that will support Amentum’s operation at our Fortune 500 client’s location, and attend the requirements related to findings or needs around site. This position requires a high level of customer service and communication skills.

Essential Responsibilities:

• Coordinate SPOC Department Customer Service Representatives and report to Front of the House Manager.
• Receive internal calls from different customer to attend reports or requires on site.
• Document and create Work Order on Maximo related with the findings reported.
• Generate a database with the reports and calls.
• Plans, schedules, coordinates, and assigns all frequency and Work Order type related with the customer requirement.
• Supports daily and monthly report preparation.
• Attend operation daily meetings and present Key Performance Indicator reports.
• Understands concepts and principles of scope control and change management and earned value methodology.
• Attend void and hold requests related with Front of the House department.
• Complete daily Work Order report and follow up.
• Daily operational crew daily work order assignments.
• Preventive Maintenance and Corrective Maintenance closing procedure.
• Perform weekly report of Preventative Maintenance.
• Request access to card reader to internal and external Work Order.
• Supports monthly report preparation.
• Perform and attend weekly meetings to close Work Order.
• Negative feedback Work Order follow up and attendance.
• Manage aging work orders to elevated level of attention.
• Perform all other position related duties as assigned or requested.

Minimum Requirements:

• Two years of university in a related field of study.
• Demonstrated CCMS software knowledge experience.
• Power BI and Excel software knowledge or similar database apps.
• Excellent oral and written communication skills.
• Advanced knowledge of Work Order processing and integrated software applications; organizational skills and ability to perform meticulous Work Order management.
• 4 years of experience in customer service.
• B1+ English.
• Microsoft Office Package knowledge and demonstrated experience.
• High degree of Soft Skills.
• Demonstrated CMMS System knowledge.

Physical Requirements:

• Some tasks will require repetitive wrist movement.
• Requires the flexibility to bend/stoop, squat, kneel, reach/stretch, and move in a 90-degree fashion during workday.
• Requires ability to use a variety of office equipment and to operate a computer keyboard to access data bases, to send/receive messages and to prepare documents.
• Requires some moving of light to medium weight materials into desks, filing cabinets and other storage locations.
• Wear steel toe safety shoes, safety glasses, gloves and other Personal Protective Equipment as needed.
• Requires some moving of light to medium weight materials into desks, filing cabinets and other storage locations.
• Requires ability to read and understand information contained in a variety of documents or displayed on a computer screen.
• Requires the flexibility to bend/stoop, squat, kneel, reach/stretch, and move in a 90-degree fashion during Workday.

Special Requirements:

• Leadership skills (training, presentations, & teambuilding) and project management.
• Organizational skills coupled with the leadership and interpersonal skills to be able to manage multiple projects and tasks simultaneously.
• Ability to communicate with all levels of management and interface with a diverse customer base including technical and non-technical personnel to effectively support a multi-discipline team environment.
• Ability or understanding of how to create CMMS and hoc reports and submit Work Order Requests for complex data reports.
• Requires the ability to communicate with others on the telephone and in one-on-one or group discussions, meetings, and presentations.
• Cope with demands (stressors) that are associated with the job and/or the Work environment so that acceptable levels of performance and overall contribution are maintained.
• Requires the ability to interact with all clients and peers in a professional and friendly manner despite periods of stress.
• Demonstrated fluency in computer use including the full Microsoft product line.

Other Attributes:

• Must be willing to work overtime when required.
• This position requires the candidate to work onsite in Heredia, Costa Rica but may offer flexibility to work 1-2 days per week remotely under special occasions.
• May be required to holidays and weekends.
• This position will require the ability to obtain a security access badge at our client’s location.

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

• Coordinate SPOC Department Customer Service Representatives and report to Front of the House Manager.
• Receive internal calls from different customer to attend reports or requires on site.
• Document and create Work Order on Maximo related with the findings reported.
• Generate a database with the reports and calls.
• Plans, schedules, coordinates, and assigns all frequency and Work Order type related with the customer requirement.
• Supports daily and monthly report preparation.
• Attend operation daily meetings and present Key Performance Indicator reports.
• Understands concepts and principles of scope control and change management and earned value methodology.
• Attend void and hold requests related with Front of the House department.
• Complete daily Work Order report and follow up.
• Daily operational crew daily work order assignments.
• Preventive Maintenance and Corrective Maintenance closing procedure.
• Perform weekly report of Preventative Maintenance.
• Request access to card reader to internal and external Work Order.
• Supports monthly report preparation.
• Perform and attend weekly meetings to close Work Order.
• Negative feedback Work Order follow up and attendance.
• Manage aging work orders to elevated level of attention.
• Perform all other position related duties as assigned or requested