Customer Service Support

*Possible travel to New Orleans - if necessary.*

Remote Customer Service Support for the video studio aboard Marine Forces Reserve (MARFORRES) and Marine Forces South (MARFORSOUTH), New Orleans, LA.

• The contractor will supply the service via electronic communication and/or in-person (if necessary)..
• The period of performance will be for one (1) year with four (4) option years.
• Provide in-person technician to fix/repair inoperable and/or broken equipment (if necessary).
• Provide in-person training support for new and existing equipment (if necessary).
• Responsible for providing suitable technical support responsibilities delineated by activity.
• Shall ensure technical management and coordination of task activities and provide overall expertise for successful completion of each task area.
• Ensure the task areas are performed in an efficient, effective, and responsive manner.

Functional Requirement

• Telephone, text, video, email, and/or in-person support (if necessary) by expert technicians
• Remote desktop service by expert technicians
• Online access to case history
• Access to online knowledge base to provide searchable solutions
• Required software upgrades
• Warranties for new equipment and extended warranties for existing equipment

The Contractor shall arrange a kick-off meeting within five (5) business days after contract award.
The meeting shall be held at the MFR COMMSTRAT office, located aboard Marine Corps Support Facility New Orleans, 2000 Opelousas Avenue, LA 70114.

The Contractor shall contact the COR and arrange the date and specific location of the meeting. All key personnel are required to attend the kick-off meeting.

Deliverables shall be submitted in accordance with the delivery requirements required by the PWS.*

Reports and Other Deliverables are complete and correct when submitted.

Provide suitable technical and analytical expertise through responsive customer support.

Perform contract requirements ensuring an unconstrained flow of information to effectively and efficiently complete requirements within the specified cost and schedule.

Provide immediate customer support in case of errors or malfunction of product.

Job Type: Contract

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work setting:

• Remote

Work Location: Remote