FLEET SUPPORT SPECIALIST

Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success.

DESCRIPTION

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.

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.

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.