Program Specialist (Hearing Aid Repair Coordinator)
Program Specialist/ PD# 44263-0, 44264-0 The incumbent will serve as the Program Specialist in the Veteran Services Division's (VSD) Customer Service Section (CSS) at the Logistics Center (DLC) in Golden, Colorado. The Hearing Aid Repair Program Specialist (Hearing Aid Repair Program Coordinator) is responsible to the Supervisory Management and Program Analyst and is responsible for three main functional areas:
customer service, program management, and training. Executing and managing the DLC's National Hearing Aid Repair Program by serving as the organizations hearing aid repair and accessories subject matter expert (SME); knowledge of the full range of operating principles, methodology, and procedures relevant to a national customer service center; providing proactive customer service driven outcomes and cutting-edge hearing aid technologies and customer service approaches to assure the highest level of services and product delivery; responsible for the development of all customer notifications regarding the hearing aid repair program, including hearing aids, Cochlear Implants, stock hearing aids, assistive listening devices, assistive devices and accessories for these devices contract vendor problem resolution for hearing aid repair orders; serving as the expert National Hearing Aid Repair Contracting Officers Representative (COR) with expert knowledge of all hearing aid medical products on current and previous authorized contracts with knowledge on complex medical devices such as, peripheral type; assisting in the creation of the Performance Work Statement (PWS); determining, entering, and verifying default repair vendors within the Laboratory Workload System for each aid type, make, and model of hearing aid and wireless devices within the DLC database and Remote Order Entry Systems to include, but not limited to awarded costs, warranty information, adjustment resolutions, and delinquent repair orders; ensures timeliness of repair actions and repair work performed by contractor facilities; processing orders for all products distributed by the DLC including full shell (FS), half shell (HS), canal aid (CA), completely in the canal (CIC), behind the ear (BTE), receiver in the canal (RIC), contralateral routing of sound (CROS), BICROS, remotes, Cochlear Implants, Auditory Osseo (AO) Integrated Implants and all associated hearing aid accessories for these items; provides customer service on all DLC items and hearing aid related tasks including Remote Order Entry System (ROES) problem resolution, ROES training, and external and internal training on all hearing aid products; works closely with the Commodities and Services Acquisition Service (CSAS) as a critical point of contact with hearing aid manufacturers to include functions such as, reconciling orders placed with manufacturers, orders received by clinics, monitoring and tracking customer complaints; responsible for the promotion of commodities and services including aids for the visually impaired, batteries, orthotic soft goods, prosthetic socks, and assistive devices; assists in developing training material for employees and external customers; primary participant in the development of hearing aid automation processes including hearing aid order processing, order rejection processing, model changes, component changes, timeliness, and ease of system use; responsible for the development of customer notifications regarding the hearing aid repair program, including hearing aids, Cochlear Implants, stock hearing aids, assistive listening devices, assistive devices and accessories; required to travel on a recurring basis; performs duties as assigned. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/07/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Specialized
Experience:
:
GS-09:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Under moderate supervision:
possess working knowledge of physical characteristics and function of hearing aids, components & accessories to include:
cros, bi-cros, custom in-the-ear, over-the-ear, receiver -in- canal, eyeglass, and body aids; use of hearing aid repair systems such as, Laboratory Workload System (LWS); developing plans for controls of product quality; broad knowledge and skill in:
establishing purchase/delivery orders, billing/credit policies, inventory, distribution & shipping methods, budget forecasting, automated record keeping, contract terms, compliance, lab production standards, procurement, hearing aid accessory use & replacement parts; exp with hearing aid audiology application of testing procedures such as using listening tests to determine situations of excessive circuit noise, telephone induction & compression circuit operation, intermittent user controls and using software controlled electroacoustic sound measurement instrumentation and other shop electronic test equipment to insure functionality within manufacturers specifications and/or tolerances and conformance to industry standards; skilled in the application of Remote Order Entry System (ROES) software; excellent written and oral communications skills to establish professional interpersonal relationships throughout various departments, with customers, prosthetic representatives, audiologists, hearing aid manufacturers and equipment supply companies and to apply practical knowledge of conventional fact-finding techniques to prepare documented reports; training external customers, stakeholders, staff, technicians and technical specialists in the proper & established methods of processing repair actions. or Master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related GS-11:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-09) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Under minimal supervision:
expert knowledge of physical characteristics and function of hearing aids, components & accessories to include:
cros, bi-cros, custom in-the-ear, over-the-ear, receiver -in- canal, eyeglass, and body aids; use of hearing aid repair systems such as, Laboratory Workload System (LWS); high level exp in developing plans for controls of product quality; expert knowledge and skill in:
establishing purchase/delivery orders, billing/credit policies, inventory, distribution & shipping methods, budget forecasting, automated record keeping, contract terms, compliance, lab production standards, procurement, hearing aid accessory use & replacement parts; exp with hearing aid audiology application of testing procedures such as using listening tests to determine situations of excessive circuit noise, telephone induction & compression circuit operation, intermittent user controls and using software controlled electroacoustic sound measurement instrumentation and other shop electronic test equipment to insure functionality within manufacturers specifications and/or tolerances and conformance to industry standards; highly skilled in the application of Remote Order Entry System (ROES) software; excellent written and oral communications skills to establish professional interpersonal relationships throughout various departments, with customers, prosthetic representatives, audiologists, hearing aid manufacturers and equipment supply companies; apply specialized knowledge of conventional fact-finding techniques to prepare documented reports; training external customers, stakeholders, staff, technicians and technical specialists in the proper & established methods of processing repair actions or 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 Special Placement Factor:
Required for the GS-11, you must have FAC-COR Level I Contracting Officer's Representative certification (COR). If you do not possess this certification, you will be marked as ineligible at the GS-11 grade. You must provide certification documentation as part of your application package. Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/
Estimated Salary: $20 to $28 per hour based on qualifications.
customer service, program management, and training. Executing and managing the DLC's National Hearing Aid Repair Program by serving as the organizations hearing aid repair and accessories subject matter expert (SME); knowledge of the full range of operating principles, methodology, and procedures relevant to a national customer service center; providing proactive customer service driven outcomes and cutting-edge hearing aid technologies and customer service approaches to assure the highest level of services and product delivery; responsible for the development of all customer notifications regarding the hearing aid repair program, including hearing aids, Cochlear Implants, stock hearing aids, assistive listening devices, assistive devices and accessories for these devices contract vendor problem resolution for hearing aid repair orders; serving as the expert National Hearing Aid Repair Contracting Officers Representative (COR) with expert knowledge of all hearing aid medical products on current and previous authorized contracts with knowledge on complex medical devices such as, peripheral type; assisting in the creation of the Performance Work Statement (PWS); determining, entering, and verifying default repair vendors within the Laboratory Workload System for each aid type, make, and model of hearing aid and wireless devices within the DLC database and Remote Order Entry Systems to include, but not limited to awarded costs, warranty information, adjustment resolutions, and delinquent repair orders; ensures timeliness of repair actions and repair work performed by contractor facilities; processing orders for all products distributed by the DLC including full shell (FS), half shell (HS), canal aid (CA), completely in the canal (CIC), behind the ear (BTE), receiver in the canal (RIC), contralateral routing of sound (CROS), BICROS, remotes, Cochlear Implants, Auditory Osseo (AO) Integrated Implants and all associated hearing aid accessories for these items; provides customer service on all DLC items and hearing aid related tasks including Remote Order Entry System (ROES) problem resolution, ROES training, and external and internal training on all hearing aid products; works closely with the Commodities and Services Acquisition Service (CSAS) as a critical point of contact with hearing aid manufacturers to include functions such as, reconciling orders placed with manufacturers, orders received by clinics, monitoring and tracking customer complaints; responsible for the promotion of commodities and services including aids for the visually impaired, batteries, orthotic soft goods, prosthetic socks, and assistive devices; assists in developing training material for employees and external customers; primary participant in the development of hearing aid automation processes including hearing aid order processing, order rejection processing, model changes, component changes, timeliness, and ease of system use; responsible for the development of customer notifications regarding the hearing aid repair program, including hearing aids, Cochlear Implants, stock hearing aids, assistive listening devices, assistive devices and accessories; required to travel on a recurring basis; performs duties as assigned. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/07/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Specialized
Experience:
:
GS-09:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Under moderate supervision:
possess working knowledge of physical characteristics and function of hearing aids, components & accessories to include:
cros, bi-cros, custom in-the-ear, over-the-ear, receiver -in- canal, eyeglass, and body aids; use of hearing aid repair systems such as, Laboratory Workload System (LWS); developing plans for controls of product quality; broad knowledge and skill in:
establishing purchase/delivery orders, billing/credit policies, inventory, distribution & shipping methods, budget forecasting, automated record keeping, contract terms, compliance, lab production standards, procurement, hearing aid accessory use & replacement parts; exp with hearing aid audiology application of testing procedures such as using listening tests to determine situations of excessive circuit noise, telephone induction & compression circuit operation, intermittent user controls and using software controlled electroacoustic sound measurement instrumentation and other shop electronic test equipment to insure functionality within manufacturers specifications and/or tolerances and conformance to industry standards; skilled in the application of Remote Order Entry System (ROES) software; excellent written and oral communications skills to establish professional interpersonal relationships throughout various departments, with customers, prosthetic representatives, audiologists, hearing aid manufacturers and equipment supply companies and to apply practical knowledge of conventional fact-finding techniques to prepare documented reports; training external customers, stakeholders, staff, technicians and technical specialists in the proper & established methods of processing repair actions. or Master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related GS-11:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-09) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Under minimal supervision:
expert knowledge of physical characteristics and function of hearing aids, components & accessories to include:
cros, bi-cros, custom in-the-ear, over-the-ear, receiver -in- canal, eyeglass, and body aids; use of hearing aid repair systems such as, Laboratory Workload System (LWS); high level exp in developing plans for controls of product quality; expert knowledge and skill in:
establishing purchase/delivery orders, billing/credit policies, inventory, distribution & shipping methods, budget forecasting, automated record keeping, contract terms, compliance, lab production standards, procurement, hearing aid accessory use & replacement parts; exp with hearing aid audiology application of testing procedures such as using listening tests to determine situations of excessive circuit noise, telephone induction & compression circuit operation, intermittent user controls and using software controlled electroacoustic sound measurement instrumentation and other shop electronic test equipment to insure functionality within manufacturers specifications and/or tolerances and conformance to industry standards; highly skilled in the application of Remote Order Entry System (ROES) software; excellent written and oral communications skills to establish professional interpersonal relationships throughout various departments, with customers, prosthetic representatives, audiologists, hearing aid manufacturers and equipment supply companies; apply specialized knowledge of conventional fact-finding techniques to prepare documented reports; training external customers, stakeholders, staff, technicians and technical specialists in the proper & established methods of processing repair actions or 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 Special Placement Factor:
Required for the GS-11, you must have FAC-COR Level I Contracting Officer's Representative certification (COR). If you do not possess this certification, you will be marked as ineligible at the GS-11 grade. You must provide certification documentation as part of your application package. Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$58,006 to $91,234 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
