JOB SUMMARY:
The Fleet Support Specialist will serve as primary contact for service center and customer inquires supporting warranty, service programs, parts, invoice disputes and re-bill determinations for fleet customers. Works directly with service centers, parts distribution and Fleet customer/operators to provide guidance and up-front information to ensure account accuracy and maintain RTS schedules. This position is responsible to help support fleet Customers/operators needs and improve Customer experience.
JOB RESPONSIBILITIES:
Provide periodic reports to leadership concerning internal KPI’s, fleet operations, invoice accuracy and dispute resolution.
Interpret warranty, program coverage, contractual requirements insuring accuracy in customer accounts.
Resolve customer disputes addressing warranty, service programs and service center requests.
Report on various product support statistics from the major fleet customers/operators. Work with supplier recovery to facilitate parts and labor issues in a timely manner
Coordinate customer/operator issues with repair design, engineering, technical publications, product support, and parts.
Visit fleet customer/operator and service centers as required.
Works closely with the Fleet Programs team providing day-to-day information on issues that might impact the customer/operator.
Provide transactional information and account updates to the customer/operator in support of fleet operations.
Coordinate regular scheduled customer conference calls.
Reviews customer invoices for accuracy and ensure corrections are made prior to final invoicing.
Manage customer disputes to drive resolution and provide final updates to customer.
Other duties as assigned to support aftermarket service to our customers.
JOB SUMMARY:
The Fleet Support Specialist will serve as primary contact for service center and customer inquires supporting warranty, service programs, parts, invoice disputes and re-bill determinations for fleet customers. Works directly with service centers, parts distribution and Fleet customer/operators to provide guidance and up-front information to ensure account accuracy and maintain RTS schedules. This position is responsible to help support fleet Customers/operators needs and improve Customer experience.
JOB RESPONSIBILITIES:
Provide periodic reports to leadership concerning internal KPI’s, fleet operations, invoice accuracy and dispute resolution.
Interpret warranty, program coverage, contractual requirements insuring accuracy in customer accounts.
Resolve customer disputes addressing warranty, service programs and service center requests.
Report on various product support statistics from the major fleet customers/operators. Work with supplier recovery to facilitate parts and labor issues in a timely manner
Coordinate customer/operator issues with repair design, engineering, technical publications, product support, and parts.
Visit fleet customer/operator and service centers as required.
Works closely with the Fleet Programs team providing day-to-day information on issues that might impact the customer/operator.
Provide transactional information and account updates to the customer/operator in support of fleet operations.
Coordinate regular scheduled customer conference calls.
Reviews customer invoices for accuracy and ensure corrections are made prior to final invoicing.
Manage customer disputes to drive resolution and provide final updates to customer.
Other duties as assigned to support aftermarket service to our customers.
EDUCATION/ EXPERIENCE:
Bachelor’s degree required in Aviation, Management, or other related field.
General aircraft knowledge preferred.
QUALIFICATONS:
Experience in parts support, customer service or account management preferred.
Ability to anticipate customers’ needs and demonstrate dedication in meeting the expectations and requirements of internal and external customers.
Excellent written and verbal communication skills.
Ability to handle ambiguity and work within a team environment.
Possess good organization and time management skills
Proficiency in Microsoft Office suite required
Must be able to work in a customer-oriented environment with professional demeanor and minimal supervision.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.