Applies advanced knowledge of principles, theories, concepts and industry practices to develop and maintain positive relationships with assigned customers. Functions as the focal point for customers to obtain all the services provided by the Company.
Essential Functions and Key Responsibilities:
Develops solutions to a variety of problems of moderate scope and complexity related to administering contracts for aftermarket services that require judgment and ingenuity referring to policies and procedures for guidance. Work is reviewed for accuracy and adequacy.
Interprets and administers Original Equipment Manufacturer contracts for product support contracts and the terms and conditions and agreements related to customer purchase orders. Ensures that customers have access to technical support services, maintenance and repair options, spares support and other like services.
Accesses the aftermarket spares support forecasting data using ERP systems. Ensures the inventory needed for spares support are maintained within budget and replenished in a timely manner. Conducts the procurement activity necessary to support customer spare parts requirements as well as the repair/overhaul of customer hardware for the Division repair station.
Coordinates technical liaison services that are provided to inform customers of new types of repairs, Service Bulletin incorporation, Airworthiness Directive compliance, new specifications, and end uses of products.
Investigate customer complaints regarding quality, tolerances, specifications, and delivered condition of products. Records, analyzes, and informs concerned personnel of production quality assurance, and sales departments of status and disposition of customer complaints and warranty claims.
Assists in resolving customer complaints concerning billing or service rendered and coordinates the investigation with affected departments. Assists in resolving claims with customers, including negotiating settlements as authorized and required. Notifies customers of past due accounts and developing a plan to bring delinquent accounts current.
Ancillary Job Functions and Responsibilities:
Performs other duties as required. These duties may include assignments in job classifications other than the primary assignment.
ADMINISTRATOR AFTERMARKET SERVICES II
Formal Education, Training, Professional Certification and Work Experience:
Experience may be substituted for the formal education and training requirements in this section at the discretion of management. The position requires a Bachelor level degree in Business or appropriate discipline or equivalent and Three (3) to six (6) years related experience and or training, or equivalent combination of education and experience. Equivalent experience may be used to offset the education requirement at a two (2) to one (1) ratio; i.e. two (2) years experience equals one (1) year education.
Level of Supervision Required:
Works under very general supervision. Sound judgment, completeness and accuracy are expected. Exercises some latitude in determining activities and approaches to completing assignments.
Communication and Special Skills:
• Excellent written and verbal communication skills to communicate effectively using electronic media and in written and verbal forms.
• Sound working knowledge of computer systems and applications and competent in the use of standard software applications such as Microsoft Word and Excel.
• Make telephone and direct personal contact with internal and external personnel and make formal presentations to small or large groups.
Special Training and Behavioral Competencies:
The following training requirements and competencies must be met before acceding to this job.
• Safety training applicable to the work area and job performed.
• Complete the required NORDAM University training for Managers, Directors, General Managers and Executives.
• Comply with The NORDAM Group Leadership Competencies for Managers, Directors, General Managers or Executives as applicable.
• Ability and willingness to assist and transfer technical knowledge to less experienced Stakeholders.
• Proficient in MRP systems (e.g. MANMAN)
The physical demands described here are representative of those that must be met by a Stakeholder to successfully perform the essential functions of this job. While performing the duties of this job, the Stakeholder is regularly required to sit and talk and hear. The Stakeholder frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The Stakeholder is occasionally required to stand and walk. The Stakeholder must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Must be able to travel between facilities and operate standard office equipment. Work in excess of eight (8) hours per day and five (5) days per week as required. Must be able to ascend and descend stairs. May be required to travel by air to both domestic and international locations.
The work environment characteristics described here are representative of those a Stakeholder encounters while performing the essential functions of this job. While performing the duties of this job, the Stakeholder is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate.
The mental characteristics described here are representative of those a Stakeholder encounters while performing the essential functions of this job. Work in stressful situations and handle multiple priorities. Demonstrate interpersonal, organizational and communication skills to interact effectively with other people, inside and outside the Company.
Skills and Work Requirements
See requirements in job description. SAP experience a plus.
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