Client Support Specialist - Greenpoint Technologies

Summary

Coordinates and oversees activities related to execution of in-service aircraft client requests. Facilitates interdepartmental cohesiveness between engineering, supply chain, and operations teams to ensure efficient fulfillment of warranty claims and aftermarket support needs, including parts procurement. Administers post-delivery support services. Proactively communicates with clients to keep them informed of the status of their support requests.

 
Essential Duties and Responsibilities

• Ensures client satisfaction with delivered products by fielding client inquiries and resolving client questions and complaints.
• Manages warranty claims from clients from initial receipt to delivery of repair/replacement.
• Works closely with Operations (PM, SCM, Engineering, Production) to assess claim validity and potential deployment of resources to support such claims.
• Coordinates effectively with other departments to ensure prompt response to clients.
• Manages spare part orders from clients. To include initial quoting, order acknowledgement, initiation of D365 sales orders, and follow up on procurement activity to ensure spare parts are delivered to clients in the agreed timeframe with the correct paperwork.
• Creates and tracks Service Orders and any associated D365 sales orders.
• Provides administrative support to Client Support team members as required.
• Recommends process improvements as necessary.
• Other duties as assigned.
  
  

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.
• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.
• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
• Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
• Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.
• Maintaining Customer Focus – Promotes client focus, establishes client support standards, monitors client satisfaction, and develops new approaches to meeting clients' needs.
• Planning & Organization – Prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, sets goals and objectives, and works in an organized manner.
• Problem Solving – Identifies problems in a timely manner, gathers and analyzes information skillfully, develop alternative solutions, resolve problems in early stages, and work well in groups.

Summary of Education, Experience & Certification

Bachelor's degree and a minimum three (3) years' aerospace sales or administrative experience or equivalent combination of education and experience.

Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.

Required Knowledge, Skills & Abilities

• Effective in communicating with diverse cultural groups as well as different levels from owners to factory floor personnel.
• Ability to work well independently and cross-functionally as part of an established team.
• Strong problem-solving skills and proven ability to impact and influence.
• Ability to manage time and work successfully when faced with deadlines and competing demands.
• Ability to read and interpret documents such as RFQs and statements of work.
• Ability to write routine reports and correspondence.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to solve practical problems and deal with uncertainty in situations where only limited standardization exists.
• Ability to interpret instructions furnished in written, oral, diagram, or schedule form.
• Ability to work outside of core business hours as required.