MRO Customer Success Agent

Job Description

We are seeking a dedicated and proactive Technical Customer Support Agent to join our Aftermarket team to support multiple avionics product lines. This role is a vital point of contact for our customers, focusing on repair inquiries and ensuring a smooth, efficient service experience for our diverse range of products. Responsibilities: Customer Engagement: Serve as the primary point of contact for aftermarket customers, handling inquiries related to product repairs, quotes, and order status. Repair Order Management: Collaborate closely with repair technicians to understand the status and requirements of customer repairs, effectively communicating complex technical information in an understandable manner to customers. Quoting & Contract Adherence: Generate accurate repair quotes and ensure all customer interactions and processes adhere strictly to established customer contracts and purchase order terms. ERP System Utilization: Accurately input and manage customer and repair information within our ERP system (SAP preferred, other ERP experience is a plus). Cross-functional Support: Work collaboratively with other Customer Support Agents, acting as a flexible floater across different product lines (recorders, displays, surveillance) to provide backup and support as needed. Problem Resolution: Proactively identify and resolve customer issues, demonstrating critical thinking and a willingness to learn technical product details to provide comprehensive support. Professional Communication: Maintain a high level of professional communication, both written and verbal, ensuring clear and concise interactions with customers and internal teams. Process Improvement: Contribute to the continuous improvement of customer support processes and standard operating procedures.

Skills and Requirements

Proven experience in a customer support role within an MRO (Maintenance, Repair, and Overhaul) pref within Aviation or Aerospace but open to any manufacturing MRO environment Strong communication skills (written and verbal) and a customer-centric approach. Ability to work effectively with internal teams, including technicians and product line leads. Experience with ERP systems (SAP preferred) and strong computer literacy. Demonstrated problem-solving skills and a proactive approach to issue resolution. Ability to understand and interpret basic contract terms and purchase order requirements. Willingness to learn and adapt to diverse product lines and technical information. Avionics aftermarket support experience SAP

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].