Service Coordinator, Mobile Service Team (TFE731/APU)

Service Coordinator, Mobile Service Team

Build an Aviation Career You're Proud Of

Your work ties us all together, helping our teams function and operate. Experience opportunities to learn and be a part of an organization that has your back. And with competitive compensation and total rewards, you'll also enjoy our great perks.

As a Service Coordinator, Mobile Service Team, you'll have the responsibility to act as a liaison between operations, engineering, materials, sales and the customer for product transactions in support of all types of customers (transactional, contractual, PBTH, field service, etc). Understands and implements solutions to maximize the customer experience and the financial requirements of the business unit.

What you'll do:

Leadership

• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.
• Provides informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
• Adapts to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Builds relationships with both external and internal clients.
• Updates and completes Measures of Performance (MOPS).

Product Related

• Aircraft engine experience or knowledge is strongly preferred.
• Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members.
• Acts as a back-up to the Mobile Service Team Manager
• Initiates the required action for response to customer service requests for workscope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel. Provides a close liaison with service engineers, operations, logistics, quality and materials.
• Reviews and coordinates all contract/transaction work for the business unit, ensuring both parties adhere to the terms of the contract/agreement.
• Support the event planning and scheduling process according to volume, inventory requirements, technician availability and material availability.
• Supports the day-to-day operations, assigns manpower, coordinates mobile service team activities, authorizes overtime when backing up manager and controls costs.
• Explains pricing, price increases, estimate and invoice changes to customers. Supports customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compare estimates and invoices, identifies and addresses potential cost overruns as they occur.
• Maintains data in the Customer Relationship Management (CRM) or SalesForce.com (SFDC) database.
• Manages documents as per company, customer, and regulatory standards and process. Assures required information is entered into the appropriate computer system (internal and external). Performs assigned system maintenance to various electronic files
• Performs administrative activities necessary for the effective management of the mobile service team, including employee safety, organization goals and objectives and planning, organizing, integrating and measuring the work performed within the mobile service team.

Service Related

• Projects a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed.
• Cultivates customer loyalty through a commitment to customer satisfaction.
• Supports preparation of proposals, quotes and presentations and proposes sales strategies.
• Manages personal workload and time, setting and manage priorities and time on task, asking for assistance when required, while adapting to change and adjusting to changing demands of the workplace.
• Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues. Facilitates or recommends solutions for the settlement of customer complaints.
• Evaluates logistics, coordinating field service work and rental requirements.
• Plans to meet forecast demands while communicating anticipated future demands internally; Compares SA inventory to meet customer needs and evaluates, organizes, reports and optimizes customer consignment inventory.

General

• Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
• Evaluates and makes recommendations regarding methods and procedures to support the continuous improvement concept within the assigned area.
• Carries out additional projects as assigned.

Position Requirements

• Communicates effectively with customers (both internal and external), demonstrating a strong use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals.
• Strong planning, organizational, analytical, decision making and problem-solving skills while demonstrating situational awareness.
• Strong interpersonal and teamwork skills that include demonstrated experience with negotiation, conflict resolution and customer service.
• A commitment to professional practice and continuous professional improvement.
• Working knowledge of PC's in the current company operating system environment including the use of Microsoft Office productivity software with the ability to adapt to changes in technology (both hardware and software).
• Knowledge of products/engines/propellers/accessories in the respective business unit and technical skills appropriate to role.
• Strong project management skills.
• Working knowledge of production management computer systems.
• Working knowledge of company instructions, company processes, administrative policies and procedures and export compliance regulations.
• Team leadership skills; ability to lead teams in a matrix environment (without direct reporting responsibility).
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• Experience building strong working relations with customers.
• Self-motivated with the ability to motivate others.
• The minimum level of education to perform this job competently is equivalent to high school graduation and completion of a diploma training program at a college or technical school.
• Must be authorized to work in the US.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities