Customer Support Analyst

The primary responsibility of the position is to support the Aftermarket Customer Experience, including warranty & programs administration, parts sales support and account management.

JOB RESPONSIBILITIES:

•        Work with a cross functional team to manage a portfolio of customer accounts, ensuring timely support and resolution of customer issues.
•        Assisting customers in the procurement of parts. Work closely with supply chain and other functional teams to remove barriers in meeting               customer needs.
•        Administer warranty & programs, including claims management and negotiation of disputed items to an equitable settlement consistent with          Textron Aviation policy and customer service objectives.
•       Drive process improvements which create efficiencies and enhance value to the customer.
  • Evaluates and determines the most cost effective and efficient approach for fulfilling customer’s requests.
• Work with different capabilities within the organization to enrich customer experience.
• Additional duties include standard and ad-hoc reporting and analysis, as well as other activities where appropriate
• Effectively communicate information to a diverse audience of customers, both internally and externally, maintaining a professional appearance and demeanor.
• Coordinates and executes all activities necessary to produce the Customer desired solutions in accordance with the Customer’s requirements.

EDUCATION/ EXPERIENCE: 

• Bachelors degree in Business Administration, Aviation Management or other related field.
• In lieu of degree, will consider a combination of education and at least 5 years of additional work experience in one or more of the following areas:
  • Airframe & Powerplant Certificates
  • Civil or Military Aviation experience
  • Direct Customer facing experience
  • Contract administration experience
• Minimum 2 years required of relative customer support experience, preferably in the aviation industry.

QUALIFICATONS:

• Must be able to work in a customer-oriented environment with professional demeanor and minimal supervision
• Organized and action oriented
• Able to effectively communicate and comfortably deal with high end clients
• Strong interpersonal and problem solving skills
• Builds and maintains constructive relationships
• Excellent written and verbal communication skills