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StandardAero Aircraft Engine Customer Service/Records Administrator (Military Programs) in San Antonio, Texas

Position Description

Acts as a liaison between the BU and the customer for product or service transactions. Maintains positive customer relations by providing support related to the products/services of the business unit/site. Responds to inquiries, problems or complaints that may arise. Primarily responsible for product management of component, module, or accessory projects through the facility. Additionally, supports quoting or invoicing projects and/or service management of customer requirements and requests for the facility.

Specific Accountabilities

Depending on the focus of the role of the Customer Service Administrator in a business unit/site, both or only one of the specific accountabilities areas will be relevant.

Product Related

  • Receives, processes and verifies component/module/accessory induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders.

  • Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.

  • Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compare engineering reports with estimates and invoices, identifying potential cost overruns as they occur.

  • 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 role with service engineers, operations, logistics and materials.

  • Provides customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives. Acts as a liaison between the customer and production operations regarding expected completion dates, tracing and expediting shipments as needed.

  • Explains pricing, price increases, estimate and invoice changes to customers. Manages customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.

  • Monitors and analyzes cost projections on an ongoing basis, proposing solutions for corrective action as required.

  • Resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.

  • Reviews and coordinates all contract/transaction work for the business unit/site, ensuring both parties adhere to the terms of the contract/agreement.

  • 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.

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.

  • Manages personal workload and time, 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. Assists with the settlement of customer complaints.

General

  • Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.

  • Carries out additional projects as assigned.

Engine Records Function:

  • Maintains and updates files and databases associated with aviation records to ensure that associated documentation is complete and accurate.

  • Informs customers, management, customer service, and/or engineering, as appropriate, of records discrepancies, problems and/or controversial findings. Makes corrections to records as required.

  • Audits historical records for airframes, power plants or modules that are to be repaired or overhauled.

  • Completes documentation at induction to assist customer service personnel.

  • Maintains and updates files associated with aviation records. Inputs and analyzes related data used in the customer database system.

  • Reviews final internal documentation consisting of inspection checklists, routed order tags, run sheets, etc. to ensure that all documentation is complete and entries are made to ensure configuration control.

  • Completes, audits, and signs completed records on engines, turbine rotors, compressor rotors, and other components ensuring they are accurate for release to service.

  • Uses manual or computerized systems to prepare and maintain various reports for appropriate customers and internal personnel.

  • Responsible for observing all applicable safety requirements and reporting immediately any unsafe practices/conditions.

  • Insures that appropriate sections of the engine records are updated to illustrate MRO repairs and associated preservation carried out during StandardAero visit are included.

  • Carries out other duties as assigned.

Position Requirements

  • Communicates effectively with customers (both internal and external), demonstrating effective 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.

  • Strong interpersonal and teamwork skills that include demonstrated experience with negotiation, conflict resolution and customer service.

  • Experience working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.

  • A commitment to professional practice and continuous professional improvement.

  • Working knowledge of company instructions and export compliance.

  • Thorough knowledge of production management, inventory purchasing and sales/marketing computer information systems.

  • 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 respective business unit/site and technical skills appropriate to role.

  • Aircraft Engine Management Systems (AEMS) and Decision Knowledge Programming for Logistics Analysis and Technical Evaluation (DECKPLATE) background preferred, but will consider applicants with Comprehensive Engine Management Systems (CEMS) background as well.

  • Technical Directive Kit Management – Familiarity with ordering TD Kit materials through the US Navy.

  • Understanding and navigation of the US Navy OPNAVINST 4790.

  • Strong Logbook and Records updating such as Aeronautical Equipment Service Record (AESR), Module Service Record (MSR), Assembly Service Record (ASR), miscellaneous repair history, Engine Operation Record (EOR), Engine inventory section and Scheduled Removal Component Card (SRC).

  • Working knowledge of relevant engine operating manuals and technical data preferred. Knowledge of technical directives and associated records update requirements a plus.

  • Working knowledge of relevant engine production tracking and monitoring. Familiarity with repair routings and production methods for capturing repair history.

  • Strong negotiation, conflict resolution and customer service skills.

  • Working knowledge of invoicing practices.

  • Working knowledge of company financial systems.

  • Must be authorized to work in the US.

#CB

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

http://www.eeoc.gov/employers/upload/posterscreenreader_optimized.pdf

Job ID #: 7960

Location: Texas - San Antonio

Functional Area: Customer Service

Department: PBA Defense-M&E

Position Type: Full-Time Regular

Education Required: Completion of high school or equivalent

Experience Required: 1 - 3 Years

Relocation Provided: No

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