The Customer Support Engineer will provide internal and external customers with product and technical support for TIMCO Aerosystems products to include product usage, product training, product performance/troubleshooting, and management of the return material authorization (RMA) process, including warranty returns and repairs. The Customer Support Engineer is responsible for managing multifunctional/cross-departmental tasks including development of customer troubleshooting techniques/instructions, return material review and disposition, trend analysis, and corrective/preventative actions.
ESSENTIAL JOB DUTIES:
Lead and manage the product support, RMA, and warranty administration effort for customer and product issues. Lead the effort to continuously improve the RMA and warranty process to address customer warranty claims to the mutual satisfaction of the Company and customers.
Document customer issues/actions/warranty claims. Resolve claims and/or complaints with customers by using a customer-centric approach at all times.
Understand and interpret technical publications such as Component Maintenance Manuals. Lead the coordination of Service Bulletins, Service Letters and Airworthiness Directives for corrective action or the release of information as necessary.
Lead the meeting of the TIMCO Warranty Review Board. Investigate, analyze and prepare recommendations as necessary for decisions that are required from the Warranty Review Board.
Improve Product Support performance and customer relationships by monitoring quality, and schedule compliance; initiating and implementing appropriate action to resolve problems; and, mediating conflicts and establish resolution with customers.
Demonstrate knowledge and understanding of product support basics, ethical business conduct, legal principles, and protection of TIMCO, supplier and customer proprietary data by complying with company policies, procedures and accepted business practices.
Develop other product support team members by providing guidance on technical issues and handling of customer requests regarding product support matters.
Provide in-field product support assistance as required to address specific customer issues.
Interfaces with Engineering, Manufacturing Engineering, Documentation, and Quality in addressing product quality and customer support issues.
Conducts root cause analysis investigations and assists with corrective and preventative actions including follow up to determine proper implementation and effectiveness of improvements.
Develops requirements for customer support engineering projects including schedule, budget, and resources.
Responsible for project management (within defined scope) and where appropriate integration of improvements into TIMCO Aerosystems Quality processes.
Foster increased productivity and advancement opportunities by personal commitment to professional development and by practicing continuous improvement of processes.
Four year college degree or equivalent work experience in one or more of the following areas: Product Support, Engineering, Program Management and Warranty Administration in the aerospace industry.
Five (5) years experience in Aerospace Quality Engineering, Product Support, Program Management, or related field.
Proficient in MS Office software applications. Ability to quickly advance to intermediate level of expertise.
Advanced use of Excel or other related software for trend analysis and generation of metrics is desirable.
Excellent organizational skills and the ability to prioritize work and accurately perform duties.
Willingness to continue personal growth and development.
Be able to learn TIMCO Aerosystems’ business operating system.
Must have ability to read and comprehend blueprints, specifications, engineering documents and other technical data.
Adept at critical thinking utilizing advanced problem solving skills, situational analysis, investigation and following up.
Must have excellent written and oral communication skills.
Must be capable of organizing and presenting materials in front of groups for project status and/or training purposes.
Ability to work with minimum supervision.
Must be available to work flexible schedule as job requirements dictate.
Travel may be required.
Read, write, speak and understand the English language.