What are the responsibilities and job description for the Customer Assurance & Support position at Thrush Aircraft?
Customer Assurance and Support
Job Description:
Thrush’s Customer Assurance and Support (CAAS) handles a variety of tasks, from warranty processing, part number identification, trouble shooting, updates to Maintenance Manuals, Flight Manuals, and Illustrated Parts Catalogues. They also deliver reports of issues from the customers to the Field Issues Team and management to aid in Root Cause Corrective Action and product improvement, as well as working closely with other departments to develop solutions to technical issues and Service Publications as needed.
Sales: Representing and assisting with the sale of Repair Station work, Spare parts sales and selling and coordinating Flight and Maintenance Training courses. Also representing Thrush with Aircraft sales into Central and South America. It would include some travel for Conventions and occasional customer visits.
Technical Support: Providing customers with technical support in English and Spanish on Thrush Aircraft specific part numbers, troubleshooting, and providing information on scheduled maintenance and inspections as well as standard aircraft repairs.
Training: Providing Maintenance Training in English and Spanish on Thrush Aircraft specific troubleshooting, scheduled maintenance, and inspections, as well as standard aircraft repairs from Thrush’s Aircraft Maintenance Manual and Training programs.
Warranty Admin: Identify and track all warranty and customer claims, decipher whether it is a Thrush or vendor item and proceed accordingly by determining if the warranty is valid, if so, what was the cause, quality escape, design issue or manufacturing default. If not, assess warranty per vendor requirements and be able to recognize if the warranty meets the criteria.
Requirements
1. Technical knowledge of Agricultural Aircraft
2. Ten years minimum experience in Thrush Operation/Maintenance
3. Customer Service Experience
4. Email etiquette and best practices
5. Ability to handle multiple tasks in a dynamic environment
Preferred
6. SAP experience
7. Experience working on Thrush Aircraft in a Maintenance or Production Environment
8. Ability to read and type Spanish
9. Understanding of aviation terms and parts
10.Warranty Admin experience
