Customer Support Solutions Specialist
7 days ago
About Textron Aviation
Textron Aviation is a global leader in private aviation, inspiring the journey of flight for nine decades through the iconic Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight.
Our Vision
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.
Job Summary:
The Customer Support Solutions specialist will be detail-oriented and analytical, working as part of the Customer Support team on all escalated and priority customer support matters. They interact with each functional group within aftermarket and customer service to ensure the customer receives excellent service.
Key Responsibilities:
- Responsible for priority items and escalated matters within the customer support space, including providing alternate part number options, IPC research-related matters, lost shipment, shipment errors, and part invoice disputes.
- Receives customer inquiries through multiline calls and emails and responds in a timely and accurate way.
- Collaborate with various functional areas to troubleshoot any issues and support each event with escalated priority and complexity in mind.
- Collect and report metrics to leadership along with identified measures to address trends.
- Use technical knowledge to assist customers with complex problems.
- Responsible for the authorization of return of goods.
- Must be able to make determinations regarding the cost of new parts versus exchange parts to ship to AOG customers.
- Properly identify AOG events and prioritize to ensure customer issues are resolved.
- Provide issue resolutions regarding critical parts, technical items, or service challenges for each AOG event using technical expertise and discretion.
- Must be able to provide recommendations to complex issues with minimum direction.
- Represents the Customer Support space in providing thorough support with utmost professionalism.
- Log information into SalesForce in an accurate and timely manner.
- Generate reports from SalesForce and PowerBI to present out to leadership with recommendations as needed.
- Support Textron Aviation Parts and Distribution (TAPD) organization and any specific projects or objectives.
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