Customer Repair Representative

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.
• Coincides customers service needs with other departments as required to ensure customer service.
• Responds to customer needs and works to develop relationships both with the external customer and the appropriate assigned Sales Representative.
• Ensures timely delivery and response to quotes via the quote process.
• Reviews and analyzes all external and internal status reports.
• Coincides with customers and shops on warranty issues.
• Develops and submits warranty paperwork for approval.
• Prepares reports of customer service activities.
• Handles complaints, disputes or concerns from customers inside or outside the company.
• Aids in evaluating EAMS service commitments to customers.
• Might visit customer premises to resolve customer problems.
• Aids in maintaining the EAMS customer capability listing.

Education

• 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.

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.
• Strives for continuous improvement to processes and procedures.
• Honors and protect confidential and proprietary documents and information.
• Satisfies work schedule requirements.