• Provide timely and effective responses to customer inquiries and issues • Own and resolve complex logistics and SaaS customer issues • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests • Develop and contribute to internal knowledge bases and customer help center content • Identify patterns in customer issues and proactively suggest process improvements

• Atuar na análise e triagem de tickets, investigando problemas reportados por clientes (via CX) e por áreas internas no uso do Backoffice; • Compreender os cenários reportados, coletando evidências e estruturando o problema de forma clara para direcionamento correto; • Realizar análises técnicas iniciais, utilizando consultas SQL e leitura de logs para diagnóstico; • Utilizar ferramentas de atendimento e gestão de chamados (ex: Jira Service Management) para organizar, acompanhar e priorizar demandas; • Interagir com times de Produto e Engenharia, garantindo que os problemas escalados estejam bem descritos e com contexto suficiente; • Identificar padrões e recorrências nos atendimentos, contribuindo com sugestões de melhorias em processos, documentação ou produto; • Documentar análises, soluções e procedimentos na base de conhecimento, visando ganho de escala e redução de retrabalho; • Apoiar na organização e melhoria contínua da fila de atendimento, garantindo fluidez e qualidade nas análises; • Comunicar-se de forma clara com stakeholders internos e áreas parceiras sobre o andamento e diagnóstico das demandas.

Role Description NSWCPD is seeking an experienced U.S. Navy submarine senior enlisted or civilian submarine system maintenance technician to provide technical, logistical, and administrative assistance to the Submarine Propulsion Plant Engineering Activity (SUB PPEA). The ideal candidate will leverage their hands-on experience to bring an operational perspective to support critical fleet modernization/maintenance and support efforts. - Serve as a technical discipline coordinator and primary point of contact for submarine non-reactor propulsion plant engineering issues. - Assist in the development and delivery of high-level presentations, briefings, and reports on program status, system health, and engineering issues for Program Offices and other external organizations. - Act as the logistics point of contact for the development and prosecution of Engineering Change Proposals (ECPs), technical referrals, and Diminishing Manufacturing Sources and Material Shortages (DMSMS) cases. - Support the integration of logistics changes and incorporate drawing modifications (SCDs) into existing engineering drawings. - Assist the In-Service Engineering Agent (ISEA) with the drafting, processing, and dissemination of critical information to the Fleet and other agencies via Naval Messages, ISEA Advisories, and technical notices. - Support the processing and dissemination of incoming Fleet feedback and emergent issues, including Casualty Reports (CASREPs), Liaison Action Requests (LARs), and Departures from Specification (DFS) for review by NSWCPD Code 24. - Assist System Health Data Management & System Health Analysis of submarine non-reactor propulsion plant system and component health information across all classes of submarines. - Assist NSWCPD with the development, modification, and documentation of Standard Operating Procedures (SOPs) and other internal processes, including the creation of detailed process maps. - Develop and maintain status/issue-tracking documentation, dashboards, and performance metrics to provide visibility into ongoing engineering and logistics action. Qualifications - Bachelor's degree in Engineering from an accredited university or Maritime Academy. - Seven (7) years of experience with U.S. Navy submarine propulsion plants, including steam cycle system design, repair, installation, modification, operation, maintenance, troubleshooting, and testing. - Must be a former U.S. Navy submariner or civilian submarine maintenance technician. - Strong understanding of submarine operations and maintenance. Requirements - Prior NAVSEA activity experience. - Understanding of the ECP process. - Experience with the Submarine Maintenance Monitoring Information System (SMMIS) and Advanced Technical Information System (ATIS). - Experience using eForms, eDFS, eTracker, and eAARTS. - Familiarity with NSWC Corona reliability data sites, utilizing SIPRNet for classified communications and data handling, and handling CUI or U-NNPI information. Benefits - KMS offers a competitive benefits package including medical, dental and vision insurances. - Flexible spending account. - PTO, paid holidays, military leave, bereavement leave. - 401k / retirement savings plan. - Professional development and tuition reimbursement. - Basic and voluntary life insurance / AD&D. - Short-term and long-term disability. - Voluntary AFLAC supplemental insurance products. - Employee assistance plan (EAP) program. - Employee referral bonuses and a discretionary annual bonus.

Role Description In this position, you will be responsible for the execution of the Injection molds, Automation and Assembly Tooling procurement process including: - Capable tool shop identification to ensure competitive bidding - Effective Sourcing Approach ensured by validating tool shop capability - Transparency ensured by use of Ford’s Tool Break Down Sheets - Finalizing timely negotiations in support of Program Finance Freeze What you'll do... - Monitor technical depth and quality of supply base including follow-up on further development and establishment of back-up plan in case of risk - Develop a world-class supply base for commodities assigned that is capable of delivering the quality, cost and timing objectives of Vehicle Operations and Manufacturing Operations product programs. - Identify and develop tool supply base for any emerging technologies working together with PD - Ensure long-term partner suppliers are capable of meeting quality, cost, timing and technology expectations. - Interfaces with Global Vendor Tooling teams in North America, South America and International Markets Group to deliver Global and Regional programs, to exchange best practices, external part benchmarking and tool supplier information and tooling market conditions. Qualifications - Associates degree or combination of equivalent education and experience - 5+ Years of experience in tool related field (tool construction, assembly integration, manufacturing feasibility, processing, cost estimating) - 5 years of strong negotiation skills Requirements - VISA SPONSORSHIP IS NOT AVAILABLE Benefits - Immediate medical, dental, vision and prescription drug coverage - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more - Vehicle discount program for employees and family members and management leases - Tuition assistance - Established and active employee resource groups - Paid time off for individual and team community service - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day - Paid time off and the option to purchase additional vacation time Company Description This position is a salary grade 5 to salary grade 8 and ranges from $65,100 - $166,200. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value. For more information on salary and benefits, click here . Visa sponsorship is not available for this position. Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660. #LI-Remote #LI-DE2