Position Summary
Interacts with customers by phone, email and/ or in person to quote customer airframe/ accessories component repairs and assist the customer with concerns, questions and requests.
Job Responsibilities
- Interacts with customers to obtain information, identify problems, and provides technical assistance.
- Refers complaints of product or service failure to appropriate departments head for investigation.
- Coordinates customers service needs with other departments as required to ensure customer service.
- Responds to customer needs and work to develop relationships both with the external customer and the appropriate assigned Sales Representative.
- Insure timely delivery and response to quotes via the quote process.
- Review and analyze all external and internal status reports.
- Coordinate with customer and shops on warranty issues. Develop and submit warranty paperwork for approval.
- Prepares reports of customer service activities.
- Handle complaints, disputes or concerns from customers inside or outside the company.
- Assist in evaluating EAMS service commitments to customers.
- May visit customer premises to resolve customer problems.
- Assist in maintaining the EAMS customer capability listing.
Education
ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES
- High School Graduate, Prefer Bachelor of Science Degree or equivalent experience (3-5 years, aircraft maintenance related).
Experience
- Generally 5 years experience working within MRO/Aviation industry in a Customer Service role.
- Ability to understand, analyze, summarize, and document the results of large amounts of data is highly desirable.
- A high level of proficiency with MS Office, Internet, and Lotus Notes
Knowledge, Skills & Abilities
- Understands fundamental concepts and theories but has generally limited practical knowledge of industry related practices and procedures.
- Demonstrated ability to interact in a proactive, customer service manner with customers during stressful situations.
- Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records.
- Excellent communication and interpersonal skills.
Working Conditions / Environment/ Special Requirements
- Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
- Ability to work flexible hours and different shifts if required
- Employees will be subject to the random drug and alcohol testing under FAA regulations
GENERAL COMMITMENT FOR ALL EMPLOYEES
- Commitment to company values and complies with department norms, policies, directives, and procedures.
- Incorporates Lean and P3E processes and concepts into daily activities.
- Strive for continuous improvement to processes and procedures.
