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 for temporary and permanent living quarters for the customer and contract support personnel, 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 Housing contractual requirements and as well as 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.
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.
Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk and Housing Operations, capability to work with a team, ability to work with Customer Service Center customers effectively and politely as well as handle emergency situations effectively.
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.
Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer.
Safety - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams.
Quality - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities.
Procedure Compliance - Each employee must read, understand, and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to job.
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.
