Customer Support Representative

Job Title Customer Support Representative Description

Overall responsible for providing best in class customer service to our customers within the avionics and IFE departments. The emphasis of the position is to promptly and accurately respond to customer inquiries within the expectations of the customer. It is imperative that customer specific pricing, contracts and requirements be as approved by the company. Maintains knowledge of customer and Thales agreements and acts on that information as appropriate. Acts as a point of contact between assigned customers and Thales Avionics, Inc. Identifies possible upselling and sales opportunities to action or forward to regional sales managers. Ensures overall customer satisfaction and escalates required customer issues to Manager and through Account Management channels as appropriate.

Essential Functions / Key Areas of Responsibility

• Responsible for the WIP management of each assigned customer. First point of customer contact.
• Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process.
• Provide weekly customer status reports on WIP and ongoing issues as needed by customers account representative.
• Works the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
• Attends meetings with customer and AMT as needed and provides input where appropriate.
• Works with Industrial Engineering, Repair Line Managers and Product Support Engineers to obtain technical knowledge related to products customers send in for repair.
• Ensures correct work order identification and coding of database records when quoting each repair notification.
• Ensures proper identification of Thales performance commitments in database and sets TAT exclusions as appropriate.
• Based on general guidelines, generates estimates and sets not-to exceed (NTE) authorization levels allowing labor hours and material cost to be applied to customer units for technician repair activity as required by site specific procedures.
• Creates and sends estimates to the customer in regards to repairs or RFQ's with information taken from shop technicians and pricing directives / contracts.
• Proposes exchanges to customers for products under repair and works with Exchange Team for exchange unit availability as appropriate.
• Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
• Provides feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
• Promote the use of PartEdge for internal and external customers.
• Collaborates with the Virtual Shop and Operations Support Team to fix customers issues and obtain customer information when needed.
• Responsible for initial customer account setup collaboratively with other departments.
• Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
• Participates in customer support meetings as appropriate.
• Promote upselling tactics with customers, where appropriate. To inform and work with Account Management team of upselling opportunities that will bring increased margins and / or market share.
• Obtains customer related information for Thales retrofit and distribution teams where required.
• Utilizes web based tools as needed to manage customer accounts. Ex. AeroExchange, ILS, etc.
• Documents in Salesforce ongoing customer issues and feedback from customer for AMT review.
• Take the extra mile to engage customers
• Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and S principles
• Conducts oneself in a way to ensure excellent customer service.
• Additional duties as assigned by team leader / Customer Support Manager.

Minimum Requirements : Skills, Experience, Education, Technical / Specialized Knowledge, Certifications, Language

Preferred Qualifications

Physical Demands