Duties

Serves as a customer service specialist for the DLA Doc Svcs and the organization’s main business area: Equipment Management Solutions (EMS), for office printing devices including leased multifunctional devices, purchases and other specialty services.
Acts as a customer liaison for EMS business area to ensure customer requirements are met in a timely manner and a quality product is delivered.
Markets and sells the full range of product and services offered by Document Services to a diverse and geographically dispersed customer base across all levels of rank and responsibility.
Schedules and facilitates quarterly program reviews with all customers identified as significant or critical by the Supervisory Customer Relations Specialist.
Works with the customers to achieve customer requirements and goals without compromising established Document Services business rules.
Responsible for development of customer Memorandum of Agreement (MOA) up to total value of $100K and receipt of funding for services as requested.
Researches, analyzes and monitors customer service patterns and potential problems.

Conditions of Employment

Must be a U.S. citizen.
Tour of Duty: Set Schedule.
Security Requirements: Non-Critical Sensitive with Secret Access.
Appointment is subject to the completion of a favorable suitability or fitness determination. Unfavorably adjudicated background checks will be grounds for removal.
Fair Labor Standards Act (FLSA): Exempt.
Selective Service Requirement: Males born after 12‑31‑59 must be registered or exempt from Selective Service.
Recruitment Incentives: Not Authorized.
Bargaining Unit Status: No.
Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities.
Subject to Overseas Rotation Agreement, Tour Length: 36 months.

Qualifications

To qualify for a Management and Program Analyst , your resume and supporting documentation must support:

Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS‑011 level, applicants must possess one year of specialized experience equivalent to the GS‑09 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time‑in‑grade (General Schedule (GS) positions only), time‑after‑competitive appointment, minimum qualifications, and any other regulatory requirements by the cut‑off/closing date of the announcement.
Creditable specialized experience includes:

Assists in coordinating or finding resolution of customer service/customer relations issues, providing information or assistance in identifying customer document services needs related to Electronic Document Management (EDM), Equipment Management Solutions (EMS), Document Services Online (DSO), and various specialty services.
With assistance and training markets and sells the full range of products and services offered by Document Services to a diverse and geographically dispersed customer base across all levels of rank and responsibility.
Independently coordinates, implements, and ensures compliance with Congressional, agency, and Document Services printing and document automation regulations, policies and procedures.
Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education.

GS‑11: A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher‑level graduate education leading to such a degree, or LL.M., if related.
Combination: Combinations of successfully completed post‑high school education and experience may be used to meet total qualification requirements for the GS‑09 grade level. They may be computed by first determining the applicant’s total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant’s education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at the GS‑09 or GS‑11 levels.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Are you using your education to qualify? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: Unofficial transcripts are acceptable at time of application.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours that your graduate school has determined to represent one academic year of full‑time study. Such study may have been performed on a full‑time or part‑time basis. If you cannot obtain your graduate school’s definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full‑time graduate study.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full‑time, part‑time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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Defense Logistics Agency