SUMMARY

Coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms, and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide spare part expertise through alternative support literature (Illustrated Parts Catalog IPC) to support and assist MD customers with the purchase, status, pricing and delivery of orders to optimize customer satisfaction, fulfill requirements and maximize MDH’s ability to support customers with our parts.
• Functions as a primary focal point of contact for assigned customer related inquires and represents the voice of the customer within the facility.
• Accountable for ensuring orders are entered into JDE and/or other support systems and accountable for ensuring demand alignment
• Accountable for ensuring that the internal web based sales order requirements are being fulfilled. Interface with other departments to ensure customer requirements are met and completed. Interface with customers to mitigate exceptions to meeting customer requests.
• Assures compliance with all export control regulations – ITAR
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customers in anticipation of customers’ needs
• Supports in establishing and reporting Customer Metrics – Customer Complaints / Spares Backlog
• Researches technical specifications with other departments to aid in determining correct part and monitors sales fulfillment and delivery.
• Determines, develops, and directs warranty service repair/exchange and overhaul and purchase orders (P.O.) with service centers
• Oversees all work orders associated with warranty repair/exchange and overhaul & repair orders
• Collaborates with production, warehouse and shipping, or common carrier personnel to expedite or trace missing or delayed shipments
• Coordinates all warranty claims with other departments
• Completes customer requested tasks in a timely manner.
• Interface with departments as required in satisfying customer requirements to include but is not limited to, procurement, engineering, finance and production.
• Processes and makes adjustments to database for returned goods, credits, etc.
• Represent MD Helicopters with the highest levels of integrity, accountability and responsiveness.
• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

None

SKILLS AND ABILITIES REQUIRED

• Minimum of 3 years customer service experience required, aviation customer service preferred.
• Excellent communication, listening, and interpersonal skills appropriate to a customer service role required.
• Requires the ability to handle multiple priorities at the same time and the ability to follow through on all tasks assigned
• Requires proficiency with Microsoft Office Suite, and ERP/MRP systems.
• Knowledge of MD Helicopters product line preferred.
• The ability to understand and follow instructions and the ability to concentrate
• The ability to confirm contractual agreements/terms are met through utilization of contracts operating procedure.
• The ability to get along with others or to be part of a team.
• Regular attendance at the worksite is required

EDUCATION and/or EXPERIENCE

• Education and Experience: Associate’s degree preferred with a minimum of three (3) years of related experience; or a high school diploma or equivalent with six (6) to eight (8) years of related experience. 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contracts, implied or otherwise, other than an “at will” relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

A&P license preferred

WORK ENVIRONMENT/PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed in an office and factory settings.
• Exposure to shop environment such as noise, dust, odors and fumes.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC. provides equal employment opportunities to minorities, females, veterans, individuals with disabilities, sexual orientation, and gender identity.