Job Description

Manage and Coordinate all of the customer support and service aspects of Safran Helicopter Engines' customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction.

• Support customers with an accommodating, action driven, friendly attitude while meeting and/or exceeding customer's expectations
• Maintain current product and modification knowledge
o Service and Support Packages
o Contracts
o Technical references
o Attending training
• Work with new customers and Finance to set up customer accounts
• Receive and review customer forecasts and keep PAARIS accurately updated
• Provide customers with rental requirements, insurance requirements and maintain complete, accurate rental files
• Work with regional Customer Support Manager in order to secure business plan and forecasted revenue goals
• Forecast, induct, manage and track customer property in WIP working closely with the customer and liaising with the shop to meet customer requirements
• Provide regular status reports to customers as necessary
• Screen end users to ensure compliance with import/export regulations
• Quote sales, exchanges, rentals and repairs in accordance with established department policies and procedures
• Administer contractual deliverables in accordance with agreement terms and conditions
• Process exchange requests from receipt of forecast or PO, calculation of quote, shipping arrangements, to receipt of core
• Receive and process warranty claims working with the Warranty Coordinator
• Work with Pool Coordinators to validate late core fees and core return bill backs
• Process shipments per customers request and forward tracking and airway bill information
• Provide accurate and timely information to order status and product inquiries
• Negotiate customer requirement dates, communicate customer requirements with materials management and release back orders in a timely manner
• Process returns in a timely manner with the correct credit issued
• Liaison with customers and Finance to resolve invoice disputes and discrepancies
• Receive complaints and provide appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolution
• Provide timely feedback on service failures or customer concerns and use the Quick Response Quality Control (QRQC) board as a process improvement tool when necessary
• Include and update CSMs and FSRs when appropriate
• Rotating AOG on call duties
• Decision Making – Selects procedures from overall options
o Identify challenges and potential problems
o Recommend solutions to fulfill project objectives

Complementary Description

• Confidential and Sensitive Information
o Aware that divulging confidential and/or sensitive information could lead to lawsuits
o Errors may lead to high risk of major damage to the organization
• Authority to Conduct Work
o Acts at own discretion, with short-term review
o Acts at own discretion, with long-term audit
• Supervisory Responsibility
o Responsible for Self
• Project Management (planning, organizing, leading and controlling skills)
o Identifies trends of lagging performance for improvement projects
o Chooses among prescribed methods to fulfill project objectives
o Leads/supports continuous improvement projects
• Interpersonal Communication (the reason for, and the complexity of, non-supervisory interaction with others)
o Gathers or provides information
o Interviews or investigates to discover information
o Interprets or advises to clarify understanding
o Persuades or teaches, explaining rationale to urge particular actions
o Authorizes or arbitrates to initiate action or resolve differences of opinion
o Decides or determines to bring to a conclusion
• Impact of Results (whether by omission or commission)
o Inconvenience – must redo/repair a portion of the work
o Waste – must repeat most or all of the work
o Loss – must reconstruct entire team effort
o Failure – most create a new approach
• Time to Discover an Error

Job Requirements

• Three to five years related experience and/or training; or equivalent combination of education and experience
• Bachelor's degree preferred
• Professional – knowledge of professional practices, sources of information, and rules and regulations can be applied immediately;
• Information processing:
o Must know how to use and interpret aviation maintenance manuals, IPC & tools catalog
o Comprehension – Uses or transfers information without changing its basic format
o Comprehension and Adaptation – Rearranges/calculates information
o Research – Searches for and evaluates diverse forms of information
o Synthesis – Integrates various forms of information, generally from multiple sources, and combines them into a new format
• Intermediate level experience with Microsoft Offices to include MS Outlook, MS Excel, MS Word, and MS PowerPoint; Good keyboarding skills required
• Ability to quickly learn and master new or unfamiliar software programs
• Ability to multi-task and manage priorities in a fast paced, call center environment

Physical Requirements:
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision
• The noise level in the work environment is usually quiet