Manufacturing Service Coordinator

Summary

We are seeking a Customer Support Representative to deliver top-tier service to customers within our Avionics and In-Flight Entertainment (IFE) divisions. The role demands timely, accurate responses to customer inquiries while adhering to company-approved pricing, contracts, and requirements. You'll act as the main point of contact for assigned customers, managing expectations, resolving issues, and identifying upselling opportunities to support the Sales team. Your goal is to ensure high customer satisfaction, escalating critical issues to management or Account Management as needed.

Shift: 7:00 AM – 3:30 PM

Job Description

Key Responsibilities:

• Serve as the primary customer contact for assigned accounts; manage repair workflows (WIP) from start to finish.
• Follow up on repair approvals, documentation, and delays affecting turnaround time.
• Provide weekly status updates and manage ongoing customer issues.
• Collaborate with the Account Management Team (AMT) to track products and fleets.
• Attend and contribute to customer meetings with AMT as required.
• Work with engineering and repair teams to understand product technicalities.
• Generate and send accurate repair estimates based on technical input and pricing guidelines.
• Quote repairs with appropriate work order coding and company performance terms.
• Manage customer authorizations, NTEs (Not-to-Exceed), and ensure compliance with contractual terms.
• Offer exchange units when applicable in coordination with the Exchange Team.
• Authorize product returns, including those impacted by payment or financial risk.
• Proactively communicate delays or cost changes affecting product delivery.
• Encourage adoption of tools like PartEdge among customers and internal teams.
• Support account setup and onboarding in collaboration with other departments.
• Record key customer interactions and feedback in Salesforce for AMT visibility.
• Participate in continuous improvement initiatives using Lean/6S practices.
• Promote upselling opportunities and share leads with Account Management.
• Assist retrofit and distribution teams with customer-specific requirements.
• Utilize platforms such as AeroExchange and ILS for account management.
• Provide exceptional service with a customer-first mindset.
• Take on additional tasks as assigned by leadership.

Job Requirements

Basic Qualifications:

• Minimum 4 years of customer service experience, preferably in aerospace, electronics, or sales.
• At least 3 years of experience in program coordination.
• Certification or Associate’s degree, or equivalent professional experience.
• Proficiency in SAP, Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Excellent communication skills, both written and verbal; strong phone etiquette.
• Ability to work independently and collaboratively while maintaining confidentiality.
• Positive demeanor and capability to handle both satisfied and dissatisfied customers.

Preferred Qualifications:

• Experience in avionics-related customer service or sales.
• Familiarity with aviation products and technical knowledge.
• Fluency in French, Spanish, or Portuguese is a plus.

Job Type: Full-time

Pay: $23.00 - $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Application Question(s):

• Do you have experience with Product Service Coordination?
• This position will be responsible for being a bridge between repair team and customer, do you have experience with that?
• Have you ever worked with any electronics, machinery manufacturing company before?
• Do you have experience with Sales?

Work Location: In person

Salary : $23 - $27