Technical Customer Service Representative II

Purpose of Position

Act as liaison to Customer providing reliable, professional and courteous support in a timely manner. Plans and accomplishes a complete range of assignments and tasks that are varied and complex to provide outstanding customer service both inside and outside the company. Maintain spare parts inventory database; responsible for support requests and assists with technical support.

Tasks and Responsibilities

• Performs more varied and difficult aspects of the job; may need some guidance on job duties; applies learning to recommend options to address unusual situations. Provides training to others as required.
• Read and interpret drawings for customer support and planning functions.
• Input and maintain inventory data for master files in Syteline and SAP.
• Create and input orders into Syteline Customer Order Module and cross reference and create jobs for manufactured items.
• Create requisitions, pick lists, travelers and all other job paperwork for Commercial, Military and FlightSafety Customers.
• Maintain and track status of all orders in Customer Order Module in Syteline and Support Request System to insure timely delivery and completion of customer requests.
• Prepare and track kits for SOS manufactured items and stock jobs.
• Create and issue RMA tracking numbers for repairs in RMA database to Commercial and Military Customers.
• Determine appropriate disposition of parts received for repair to insure on time delivery for Commercial and Military Customers.
• Issue parts to jobs in Syteline from pick lists, pull parts from shelves and route to appropriate parties. Perform quantity moves to SOS-Stage. Make reservations to Customer Orders as needed.
• Maintain SOS stock levels and process special orders including overhead purchases.
• Perform and maintain SOS warehouse functions including cycle counts, reorder stock as needed and restocking shelves.
• Serve as competent backup for Product Support Specialist and Expeditors.
• May be contacted evenings and weekends to provide AOG support, includes coming in to work and researching parts availability.
• Determine and select the most efficient and cost effective AOG parts distribution to customer learning centers by researching parts availability in SAP, Syteline, and other sources. Facilitate and coordinate any counter-to-counter activity between centers, prepare paperwork, pull parts, package, and transport the parts for shipment to airport.
• Coordinate and dispatch surplus inventory to FlightSafety Learning Centers.
• Analyze and review shipped customer orders against purchase orders and coordinate with accounting to ensure the appropriate invoices are sent to customer for invoicing.
• For billable engineering hours and onsite support, TSA must obtain copies of expense reports to analyze and verify all charges are logged and charged to job before submitting to accounting to invoice customer.
• Coordinate the return of items for repair/exchange for customers including import/export information, customs paperwork and warranty determination.
• Prepare quotes for commercial and military customers necessitating the review and analysis of drawings, current BOM, material costs and labor hours, documenting BOE in comments section of quote.
• Secure vendor material quotes and lead times in order to prepare customer quotes.
• Determine appropriate and accurate pricing structure for each quote.
• Responsible for the review of outside customer purchase orders to ensure content; identifying and noting any special requirements and/or compliance with associated quote. Any nonstandard terms and conditions will be communicated in writing to the Supervisor.
• Investigate and analyze jobs with high or unusual charges and prepare any required administrative or accounting correspondence/documentation to correct any problems found.
• Monitor and track engineering support jobs to ensure hours and expenses do not exceed hours quoted.
• Interface with vendors and Engineering to determine and obtain suitable replacement parts for obsolete/end-of-life items.
• Administer warranty for outside customers.

Minimum Education

• Associate's degree in a technical field with a minimum of 4 years’ experience; Inventory experience a plus; or equivalent combination of education and experience. (4 years’ experience = associate degree)

Minimum Experience

• Associate's degree in a technical field with a minimum of 4 years’ experience; Inventory experience a plus; or equivalent combination of education and experience. (4 years’ experience = associate degree)

Knowledge, Skills, Abilities

• MRP, spreadsheet, database and word processing applications
• Individuals must be capable of working effectively with limited supervision and a high degree of independence.
• Communicate effectively in both written and verbal form using electronic media, telephone and direct contact with all customers whether FlightSafety, Commercial or Military.
• Standard office equipment such as computers, phones, photocopiers and fax machines.
• Fluency in English, through both verbal and written communications; Able to read and interpret documents: Able to write routine reports and correspondence: Able to speak effectively before groups of customers or employees of organization.
• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; Able to apply concepts of basic algebra.
• Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Valid Driver's License, where applicable.