JOB SUMMARY:
The Customer Support Solutions will be detail oriented and analytical, will work as a part of the Customer Support team on all escalated and priority customer support matters. They interact with each functional group within aftermarket and customer service to ensure the Customer is receiving excellent service.
JOB RESPONSIBILITIES:
- Responsible for priority items and escalated matters within the customer support space including providing alternate part number options, IPC research related matters, lost shipment, shipment errors, and part invoice disputes, among other escalated items.
- Receives customer inquiries through multiline calls and emails and responds in a timely and accurate way.
- Collaborate with various functional areas to troubleshoot any issues and support each event with escalated priority and complexity in mind.
- Collect and report metrics to leadership along with identified measures to address trends.
- Customer metrics
- Part status
- Service and technical issues
- Use of technical knowledge will be used to assist customers with complex problem.
- Responsible for the authorization of return of goods.
- Must be able to make the determination whether to absorb cost of new part versus exchange part to ship to AOG customer.
- Properly identify AOG event and prioritize to ensure customer issue is resolved.
- Provide issue resolutions regarding critical parts, technical items, or service challenge for each AOG event using technical expertise and own discretion.
- Must be able to provide recommendations to complex issues with minimum direction.
- Represents the Customer Support space in providing thorough support with utmost professionalism.
- Log information into SalesForce in an accurate and timely manner.
- Generate reports from SalesForce and PowerBI to present out to leadership with recommendations as needed.
- Support TAPD organization and any specific projects or objectives.
EDUCATION/ EXPERIENCE:
- Bachelor’s degree in business, aviation, or related field preferred with 2 years of relative experience, or in lieu of bachelor’s degree, minimum 4 years relevant experience required. Relative experience may include Aviation Logistics, Production Control and Logistics, Avionics Technician, A&P Mechanic, Field/Support Services, Aviation Customer Diagnostics Support at Textron Aviation or like-industry experience.
QUALIFICATIONS:
- Must be confident working independently without daily supervision
- Ability to anticipate customer’s needs
- Demonstrate dedication in meeting the expectations and requirements of internal and external customers
- Excellent written and verbal communication skills
- Good computer skills with basic Microsoft Suite experience
- Excellent customer service skills
Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation
Recruiting Company
Textron Aviation
Primary Location
Germany-North Rhine Westphalia-Düsseldorf
Job Field
Flight Operations
Schedule
Full-time
Job Level
Individual Contributor
Job Type
Experienced
Shift
First Shift
Job Posting
11/14/2024, 11:36:04 AM
