Job Information
Northrop Grumman Associate Customer Service Analyst - Level 1 & 2 in Saint Charles, Missouri
At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work - and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.
An organization within Northrop Grumman's Payload and Ground Systems (PGS) division, Cutting Edge Optronics is a leading provider of high-power laser diode arrays, high power pump modules and diode-pumped solid-state (DPSS) lasers. We are a vertically integrated manufacturer capable of supplying unmounted diode bars, packaged laser diodes, DPSS modules, laser diode drivers and complete DPSS laser systems. Our diode laser-based products have become industry standards and are used in a wide variety of commercial and military applications.
Learn more about Cutting Edge Optronics at our website: https://www.northropgrumman.com/who-we-are/cutting-edge-optronics/
Job Duties:
Provides responsive quality customer service and support at all times.
Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence.
Functions as the customers single point-of contact for problem escalation and resolution as required.
Records all incidents while maintaining accountability and ownership until resolved.
Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone.
Monitors progress on problem resolution and initiates feedback to management and the customer.
Performs customer follow-up to verify final resolution and determine satisfaction level.
Reviews and develops department systems and procedures to ensure effective problem solving.
May be required to perform other related duties as assigned.
Provides remote troubleshooting support (and documentation) (of shipped product) to customers/end users and coordinates with engineering for technical assistance as necessary.
Issues Return Material Authorization (RMA) numbers as required for the return of the product.
Coordinates and reviews documentation to ensure compliance with State and/or Commerce Department import/export guidelines regarding the return/import of fielded product for evaluation and/or repair.
Establishes parts and work orders for the evaluation and repair of returned product and coordinates repair activities with production, engineering, and quality.
Assists with root cause analysis ensuring the proper preventive and corrective actions are performed and generates/reviews corrective action reports for sharing with customers. Supports Quality Assurance (QA) with the management of containment activities to include identification of trends in system returns and working with engineering and QA to identify instances where system containment and recalls may be necessary.
Develops formal evaluation and repair quotations and enters purchase orders for actual repair efforts.
Assists with the management of the CEO Module Repair Business in India to include managing and coordinating shipments of arrays and rods to India repair facility and India distributor(s) and tracking inventory to help ensure sufficient parts are maintained to match production and delivery schedules. Responsible for establishing and tracking production metrics for the India repair business and reviewing all service cases for accuracy and consistency.
Assists in maintaining the repair parts lists for lasers, electronics, and laser rods, setting standard costs for service parts.
Generates procedures and Field Service Bulletins (FSBs) in support of repair business. Maintains existing documentation up to date through periodic reviews and work with Engineering to enact service catalyzed changes. Assists with customer training. Tracks and manages customer communications and supports the establishment of DSEAs for sharing technical data with customers and universities, especially for State and Commerce controlled product.
Basic Qualifications: (Level 1 Associate Customer Service Analyst)
Bachelor's degree and 0 years of related customer service experience. A minimum of 4 years customer experience is required for candidates without a bachelor's degree.
Strong communication skills
Troubleshooting experience
customer interfacing experience
Basic Qualifications: (Level 2 Customer Service Analyst)
Bachelor's degree and 2 years of related customer service experience. A minimum of 6 years customer experience is required for candidates without a bachelor's degree.
Customer interfacing experience
Strong communication skills
Troubleshooting experience
Preferred Qualifications:
Associate degree in Laser Technology or Electronics preferred.
Minimum of 2 years' experience working within a manufacturing environment.
Salary Range: $49,200 - $73,800
Salary Range 2: $59,600 - $89,400
The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.
Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.
Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO . U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.