Job Details

Job Description:

ESSENTIAL FUNCTIONS:

• Administers and/or provides oversight for assigned customer accounts in response to parts returned for service or replacement. Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs.

• Provides mutually acceptable solutions to customer problems that impact cost or schedule.

• Negotiates requirements across multiple customers, products, and internal teams.

• Focuses on repair process and stock allocation issues to maximize customer service levels.

• May re-prioritize repair schedule to meet customer commitments.

• Investigates and resolves claims or complaints by collecting and analyzing information.

• Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.

• Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case-by-case basis.

• Determines the need for amendments or extensions to warranty or service agreements. Determines when customer requested changes are out-of-scope.

• May confer with management regarding customer credits and precedent-setting decisions.

• Recommends actions by analyzing and interpreting data and making comparative analysis.

• Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service.

• May develop provisioning recommendations for new aircraft maintenance agreements.

Acts as the point of contact with the customer on assigned accounts.

• Coordinates customer visits, presentations, and/or audits.

• Maintains successful, long-term business relationships and contacts with customer procurement employees.

• May have responsibility to coordinate and ensure coverage for ?aircraft-on-ground/critical priority service.

• May perform customer service administration activities on a limited basis.

• Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the (NCMA).

• Ensures compliance with federal, state, and aerospace industry regulations (e.g., FAA); ensures adherence to requirements and advises management on needed actions.

• Shares specialized knowledge with others.

• Represents Company on specific projects.

• Contributes to team effort by accomplishing related results as needed.

• Work assignments may include cross-functional or project team responsibilities (e.g., continuous improvement).

QUALIFICATIONS:

• Bachelor's degree (BA) in Business Administration which has provided both theoretical and practical knowledge in the field.

• Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in technical product customer support or contract administration.