Customer Service EMCS Manager

The Customer Service Manager is responsible for a variety of duties enabling full utilization of an automated work management system. Performs direct supervision and guidance of all customer service and EMCS personnel. Directly interfaces with craft personnel, project management staff.

Job Requirements, Mandatory:

• Acts as the main point of contact with the customer concerning the status of all work documents such as service calls, minor work requests, and requests for detailed cost estimates and any revisions to all of the above.
• Serves as point of contact for radio accounts and communication requirements.
• Reviews, processes, and submits correspondence and maintain registers for tracking and validating minor work conversions, detailed estimates, and standing work per contract requirements.
• Establishes unique work standards and implements methods and procedures to accomplish assigned tasks.
• Directly supervises Planner/Estimators, Controller/Dispatchers, and the EMCS personnel.
• Reviews and validates time sheets for all department personnel, to include tracking of all leave schedules.
• Compiles, coordinates, reviews, and processes a large range of contract required records, reports, and submittals, and provides other analytical information by extracting data from the work management system (NexGen IT).
• Maintains and updates key databases, which are required to accurately process all work documents in the automated work management system (NexGen IT).
• Reviews service work order documents/data for accuracy upon initial receipt from customer prior to issuance to the crafts workers and validates that labor and material requirements have been met upon close-out in the automated work management system (NexGen IT).

• Supports, implements (where applicable), and enforces all project and corporate procedures, plans, regulations, etc.
• Ensures a safe work environment for subordinate employees; ensures subordinate employees are equipped with required personnel protective equipment (PPE).
• Must have a valid State driver's license and be able to obtain a Flight line driving license.
• Must be a U.S. Citizen, pass a National Agency Check and Inquiries (NACI).

Job Requirements, Preferred:

• High School graduate or equivalent.
• Supervisory experience and be able to communicate ideas effectively with personnel at all levels and work harmoniously with others.
• Knowledge of government work/maintenance control operations, including but not limited to planning and estimating, workload scheduling, and computerized maintenance management systems.
• Working knowledge of hazardous, safety, and environmental warnings, as dictated by the Government contract.