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Customer Service Lead

Location: Livermore, CA
Category: Technicians/IT
Job ID: 102014
Job Code: 
Date Posted: 

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Science and Technology on a Mission!

For more than 60 years, the Lawrence Livermore National Laboratory (LLNL) has applied science and technology to make the world a safer place.

We have an opening for a Senior Technical Coordinator.  You will provide advanced coordination support through technical and administrative knowledge for the Customer Service Group, Customer Service Representatives.  You will be responsible for coordination of the Work Order system, timekeeping functions and construction and maintenance requests.  This position is in the Central Facilities and Infrastructure (F&I) Department.

Essential Duties
- Serve as technical and administrative lead for production control and customer service activities, including mentoring and setting work priorities for 500 series employees.
- Provide advanced technical customer service operations support in the pursuit of department and program goals.
- Anticipate and reconcile complex technical support problems affecting customer service milestones.
- Lead team to coordinate facilities related Work Order requests supporting programs or facilities operation.
- Provide supervisor and customer/requestor routine status updates and reports & establish and/or modify techniques and procedures related to customer service activities.
- Respond to customer inquiries regarding cost estimates and status of work requests, generate Work Order performance metrics; ad-hoc Work Order related reports and perform data integrity analysis.
- Perform other duties as assigned.
 
Qualifications
- AA degree in a related technology area or equivalent combination of education and experience.
- Experience analyzing complex technical data and providing regular formalized reports to management and customers.
- Demonstrated ability to lead, mentor and train employees.
- Demonstrated ability to effectively coordinate the activities of team members.
- Experience in a customer service organization responding to customer needs, requests and issues while utilizing discretion, tact, judgment and diplomacy.
- High level understanding of production control and customer service operations, including procedures and techniques related to coordination.
- Possess effective written, verbal, feedback and presentation communication skills
- High level skills and understanding of personal computers and associated software such as Access, Excel, Word, Microsoft Outlook, and database applications.
 
Desired Qualifications
- Experience working in a construction or maintenance environment.
- Knowledge of the function and operation of the Central F&I and Deployed Teams Departments
- Knowledge of F&I’s Work Order system.

Pre-Employment Drug Test:  External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test.
 

Anticipated Clearance Level:  L (Position will be cleared to this level). Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified information or matter.  In addition, all L or Q cleared employees are subject to random drug testing.  If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non-U.S. citizenship before a DOE L or Q clearance will be processed/granted.

 

Note:   This is a Career Indefinite position. Lab employees and external candidates may be considered for this position.

About Us

Lawrence Livermore National Laboratory (LLNL), located in the San Francisco Bay Area (East Bay), is a premier applied science laboratory that is part of the National Nuclear Security Administration (NNSA) within the Department of Energy (DOE).  LLNL's mission is strengthening national security by developing and applying cutting-edge science, technology, and engineering that respond with vision, quality, integrity, and technical excellence to scientific issues of national importance.  The Laboratory has a current annual budget of about $1.5 billion, employing approximately 6,000 employees.

 

LLNL is an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, protected veteran status, age, citizenship, or any other characteristic protected by law.