Customer Support Analyst – Pro Advantage- Düsseldorf
Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. 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.
Description
JOB SUMMARY:
The primary responsibility of the position is to support the Aftermarket Customer Experience, including warranty & programs administration, parts sales support and account management.
JOB RESPONSIBILITIES:

• Work with a cross functional team to manage a portfolio of Pro Advantage customer accounts, ensuring timely support and resolution of customer issues.This includes invoicing of program fees, closure of accounts, reconciliation of invoiced hours to actual hours, etc.
• Administer Pro Advantage programs, including claims management and negotiation of disputed items to an equitable settlement consistent with Textron Aviation policy and customer service objectives.
• Drive process improvements which create efficiencies and enhance value to the customer.

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• Evaluates and determines the most cost effective and efficient approach for fulfilling customer’s requests.
• Work with different capabilities within the organization to enrich customer experience.
• Additional duties include standard and ad-hoc reporting and analysis, as well as other activities where appropriate.
• Effectively communicate information to a diverse audience of customers, both internally and externally, maintaining a professional appearance and demeanor.
• Coordinates and executes all activities necessary to produce the Customer desired solutions in accordance with the Customer’s requirements.
• Maintains files, customer documents, and aftermarket program contracts to ensure department systematically administers aftermarket programs and preserves historical records.

Qualifications
EDUCATION/EXPERIENCE:

• Bachelors degree or equivalent experience in:
• Business Administration
• Aviation Management
• Other related field
• In lieu of degree, will consider a combination of education and at least 5 years of additional work experience in one or more of the following areas:

§Airframe & Powerplant Certificates
§Civil or Military Aviation experience
§Direct Customer facing experience
§Contract administration experience
QUALIFICATIONS:

• Must be able to work in a customer-oriented environment with professional demeanor and minimal supervision
• Organized and action oriented
• Able to effectively communicate and comfortably deal with high end clients
• Strong interpersonal and problem-solving skills
• Builds and maintains constructive relationships
• Excellent written and verbal communication skills

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Recruiting Company: Textron Aviation
Primary Location: Germany-North Rhine Westphalia-Düsseldorf
Job Function: Flight Operations
Schedule: Full-time
Job Level: Individual Contributor
Job Type: Standard
Shift: First Shift
Job Posting: 08/22/2024, 6:39:52 AM
Job Number: 326095