Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both. Pre sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities. Post sale: Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.
As a Program/Customer Rep Sr., you will serve as the primary point of contact for our commercial customers, providing exceptional customer service and support from a sustainment perspective. You will be responsible for building and maintaining strong relationships with customers, understanding their needs and concerns, and working collaboratively with internal stakeholders to deliver tailored solutions that meet their requirements. Specific responsibilities include: Providing customer support and guidance on maintenance, repair, and overhaul (MRO) services, spare parts, and technical publications. Coordinating with customers to plan and execute maintenance events, upgrades, and modifications. Collaborating with internal teams, including engineering, logistics, and supply chain, to resolve customer issues and improve overall customer satisfaction. Developing and maintaining a deep understanding of customer needs, preferences, and pain points to inform sustainment strategies and improve customer outcomes. Identifying opportunities to grow customer relationships and increase revenue.
As a Program/Customer Rep Sr., you are an individual with excellent communication and interpersonal skills, have a strong understanding of the commercial industry, and experience in a customer-facing role.
Basic QualificationsBachelor's degree from an accredited college in a related discipline, or equivalent experience/combined education, with 6 years of professional experience; or 4 years of professional experience with a related Master's degree.
Mininum of 5 years of demonstrated customer service experience, preferably in the aviation/aerospace industry.
Strong skills in Microsoft Word, Excel, PowerPoint, and Outlook, with the ability to create and edit documents, spreadsheets, and presentations.
Desired SkillsProficiency in Microsoft Office suite products and SAP.
Customer Service: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and provide exceptional customer service.
Aviation/Aerospace Knowledge: Familiarity with the aviation/aerospace industry, including knowledge of helicopter operations, maintenance, and repair.
Technical Understanding: Basic understanding of technical concepts, including aircraft systems, maintenance procedures, and regulatory requirements.
Problem-Solving: Ability to analyze problems, identify solutions, and implement corrective actions to resolve customer issues. Time Management: Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
Collaboration: Ability to work effectively with internal stakeholders, including sales, marketing, engineering, and operations teams, to deliver customer solutions.
Pay InformationFull-Time Salary Range: $81500.00 - $151300.00
Benefits offered: Medical, Dental, Vision, Flexible work arrangements and schedules (e.g., 4x10), 401(k) match, Paid time off, Holidays, Parental Leave, EAP, Flexible Spending Accounts, Education Assistance, Life Insurance, Short-Term Disability, and Long-Term Disability.
- Annual short-term and/or long-term incentive compensation programs may be offered depending on the position. Payments under these annual programs are not guaranteed and can vary from year to year and are tied to a range of performance metrics.
- For (Washington state applicants only) Non-represented full-time employees: accrue at least 10 hours per month of Paid Time Off (PTO) to be used for incidental absences and other reasons; receive at least 90 hours for holidays. Represented full time employees accrue 6.67 hours of Vacation per month; accrue up to 52 hours of sick leave annually; receive at least 96 hours for holidays. PTO, Vacation, sick leave, and holiday hours are prorated based on start date during the calendar year.
