Assignment Details:
• Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process.
• Works the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
• Attends meetings with customer and AMT as needed and provides input where appropriate
• Works with Industrial Engineering, Repair Line Managers and Product Support Engineers to obtain technical knowledge related to products customers send in for repair.
• Ensures correct work order identification and coding of database records when quoting each repair notification.
• Ensures proper identification of Thales performance commitments in database and sets TAT exclusions as appropriate.
• Creates and sends estimates to the customer in regards to repairs or RFQ's with information taken from shop technicians and pricing directives/contracts.
• Proposes exchanges to customers for products under repair and works with Exchange Team for exchange unit availability as appropriate.
• Provides feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
• Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
• Participates in customer support meetings as appropriate.
• Promote upselling tactics with customers, where appropriate. To inform and work with Account Management team of upselling opportunities that will bring increased margins and/or market share.
• Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles
• Conducts oneself in a way to ensure excellent customer service.
• Additional duties as assigned by team leader / Customer Support Manager
Qualified candidates would have the following:
• From Manager - Top skills looking for:
• Extraordinary customer service skills:
• Communication - email and verbal (english)
• Outlook
• SAP ERG - will train
• Motivated/bring new ideas
• Excel is a plus - basics
• Onsite - no work from home
General Skills:
• Minimum of 4 years of direct Customer Service related experience, preferably within Aerospace, Electronics and or sales background helpful.
• Minimum of 3 years of program coordination experience.
• Proficient in SAP, Microsoft Excel, Word, PowerPoint, Outlook. (will train)
• Strong oral and written communications skills to include telephone skills.
• Must be able to work independently and as part of a team.
• Must be able to maintain business confidentiality.
• Positive attitude and ability to deal with satisfied and dissatisfied customers.
