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Post-Delivery Support Representative

East Syracuse, New York, United States of America
Closing date: 31 December 2022

Job Description:

Saab, Inc. seeks a dynamic, results-oriented individual to fill the role of Post-Delivery Support Representative.  The ideal candidate must be highly motivated and committed to meeting customer needs.  A positive outlook, desire to help others, and the ability to listen and work collaboratively are crucial to success in this position.

Responsibilities

  • Provide proactive and consistent service across all Safety & Efficiency programs in warranty and CLS.

  • Support Program Managers in understanding, addressing, resolving, and communicating ongoing Customer Problem Reports (CPRs)/service issues and opportunities.

  • Maintain Logistics Database information to include all service level information and key program milestones.

  • Establish schedules and ensure that delivery requirements and milestones are met (required reports, support contract proposal updates, site visits, obsolescence notifications, software upgrade notifications).

  • Support Program Managers with communication to customers as required/desired by programs (CPR status, updates on future upgrades).

  • Support regular status meetings with customers by providing CPR/service status as well as agendas/minutes.

  • Provide Program Managers with regular CPR status.

  • Provide input to Depot sparing analysis.

  • Monitor and manage support program costs, ensuring that costs are properly charged/allocated to program or product.

  • Establish/maintain consistent metrics, and measurements used to analyze performance consistently across all post-delivery support programs.

  • Support development of follow-on proposals including refinement of boilerplate and costs.

    Skills and Experience:

    • Bachelor’s degree plus 3+ years of applicable experience.

    • Must be a problem solver who is poised, mature and fully capable of professional communication with a range of customers and Saab personnel at various levels.

    • Proven experience working directly with customers.

    • Excellent oral and written communication skills. 

    • Ability to effectively use problem solving skills and analytical thinking.

    • Ability to listen to the customer and understand the customer perspective.

    • Highly organized with ability to work on multiple, complex issues simultaneously.

    • Must be detail oriented and comfortable with/interested in technological content.

    • Proficient with MS Office applications.

    • Familiar with databases.

    • Committed to continuous improvement.

    Citizenship Requirements:

    Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).

    Pre-employment Screening Requirements:

    As a condition of employment, candidates will be required to meet the following criteria: (i) pass a drug screen and (ii) be fully vaccinated against the COVID-19 virus (unless granted an accommodation permitted by law and then in compliance with Saab’s requirements related to the accommodation, if any).

    Benefits:

    Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, business-casual atmosphere and comprehensive benefits:

    • Medical, vision and dental insurance for employees and dependents

    • Paid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, 3 weeks personal illness, bereavement, jury duty and disability

    • 401(k) with immediate vesting on employer match

    • Tuition assistance

    • Employee assistance programs

    • Employee stock purchase program with employer match

    About Us:

    Saab is a global defense and security company operating in the fields of air, land and naval defense, civil security and commercial aeronautics. We number approximately 17,000 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.

    Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.