2 months ago
Act as liaison to Customer providing reliable, professional and courteous support in a timely manner. Plans and accomplishes a complete range of assignments and tasks that are varied and complex to provide outstanding customer service both inside and outside the company. Maintain spare parts inventory database; responsible for support requests and assists with technical support.
Read and interpret drawings for customer support and planning functions.
Input and maintain inventory data for master files in Syteline and SAP.
Create and input orders into Syteline Customer Order Module and cross reference and create jobs for manufactured items.
Create requisitions, pick lists, travelers and all other job paperwork for Commercial, Military and FlightSafety Customers.
Maintain and track status of all orders in Customer Order Module in Syteline and Support Request System to insure timely delivery and completion of customer requests.
Prepare and track kits for SOS manufactured items and stock jobs.
Create and issue RMA tracking numbers for repairs in RMA database to Commercial and Military Customers.
Determine appropriate disposition of parts received for repair to insure on time delivery for Commercial and Military Customers.
Issue parts to jobs in Syteline from pick lists, pull parts from shelves and route to appropriate parties. Perform quantity moves to SOS-Stage. Make reservations to Customer Orders as needed.
Maintain SOS stock levels and process special orders including overhead purchases. Must be able to recognize and determine the correct overhead job numbers.
Perform and maintain SOS warehouse functions including cycle counts, reorder stock as needed and restocking shelves.
Serve as competent backup for Product Support Specialist and Expeditors.
May be contacted evenings and weekends to provide AOG support, includes coming in to work and researching parts availability.
Determine and select the most efficient and cost effective AOG parts distribution to customer learning centers by researching parts availability in SAP, Syteline, and other sources. Facilitate and coordinate any counter to counter activity between centers, prepare paperwork, pull parts, package, and transport the parts for shipment to airport.
Coordinate and dispatch surplus inventory to FlightSafety Learning Centers.
Analyze and review shipped customer orders against purchase orders and coordinate with accounting to ensure the appropriate invoices are sent to customer for invoicing
For billable engineering hours and onsite support, TSA must obtain copies of expense reports to analyze and verify all charges are logged and charged to job before submitting to accounting to invoice customer.
Coordinate the return of items for repair/exchange for customers including import/export information, customs paperwork and warranty determination
Prepare quotes for commercial and military customers necessitating the review and analysis of drawings, current BOM, material costs and labor hours, documenting BOE in comments section of quote
Secure vendor material quotes and lead times in order to prepare customer quotes.
Determine appropriate and accurate pricing structure for each quote.
Responsible for the review of outside customer purchase orders to ensure content; identifying and noting any special requirements and/or compliance with associated quote. Any nonstandard terms and conditions will be communicated in writing to the Supervisor.
Investigate and analyze jobs with high or unusual charges and prepare any required administrative or accounting correspondence/documentation to correct any problems found.
Monitor and track engineering support jobs to ensure hours and expenses do not exceed hours quoted.
Interface with vendors and Engineering to determine and obtain suitable replacement parts for obsolete/end-of-life items.
Administer warranty for outside customers. Must be able to ascertain the various warranty terms when working with the customer.
Senior TSA will maintain the current warranty list and track open orders/jobs at end of warranty period and notify accounting.
EDUCATION, EXPERIENCE and REQUIREMENTS
Associates Degree in a technical field with a minimum of 2 years’ experience; Inventory experience a plus; or equivalent combination of education and experience. (4 years’ experience = associate degree)
MRP, spreadsheet, database and word processing applications
Individuals must be capable of working effectively with limited supervision and a high degree of independence.
Communicate effectively in both written and verbal form using electronic media, telephone and direct contact with all customers whether FlightSafety, Commercial or Military.
Exhibit and practice professional and courteous behavior while interacting with both internal and external customers.
Interact within a cooperative environment through beneficial behavior, commitment to common goals, contribution to problem solving, communication of ideas and suggestions, and encouragement to other employees and departments.
Accountable for the control and distribution of documents and/or equipment subject to export control restrictions and the security of FSI materials, projects and business information regarding the methods and techniques used in the production and usage of FSI products.
Accountable for the accuracy and completeness of assigned tasks.
Able to adhere to a work schedule including prompt and regular attendance.
FlightSafety is an Equal Opportunity Employer/Vet/Disabled.
Nearest Major Market: Tulsa
Nearest Secondary Market: Oklahoma