Customer Support Warranty Representative

Customer Support Warranty Representative

Company:

The Boeing Company

Boeing Commercial Airplanes (BCA) Customer Support is seeking a proactive Customer Support Warranty Representative to join the team in Seal Beach, California. A successful candidate will work in a fast-paced environment, working both independently and as part of team to develop and deploy capabilities that support Program start-up and sustaining activities. Strong oral and written communication skills, the ability to resolve cross-functional issues, and the ability to “see the big picture” are ideal.

Position Responsibilities: 

•  Research and present operator experiences related to SRPs (Service Related Problems) and engineering changes, using WDT (Warranty Decision Team) WQIP (Warranty Quality Input) guidelines
•  Analyze recommendations from Engineering and lead the coordinated Customer Support Team response 
•  Interact with the Customer Support Team, and lead them through the warranty processes with a unified position
• Mediate differences among functions within Customer Support to lead in a unified direction.
• Resolve differences within the engineering community by leading interactive objective analysis
• Provide and coordinate suggested options for Business Considerations and coordinate recommendations from the Customer Support Team that provides mutual benefits for Operators and Boeing
• Guide and support Customer Support Management by leading the CS position in Warranty processes
• Support the Warranty Organization by providing technical guidance and coordination on behalf of Warranty Regional Managers and the Warranty organization

Key skills to be successful in this role:

• STRONG project management skills and experience
• Communication skills at all levels of leadership
• Be able to get team members to work together using influence skills
• Think large scale and sustainable (goal is not just to fix the problem today, but also to make sure the problem doesn’t come back)
• Be open to new ideas and be able to challenge team to think differently

Skills and Knowledge:

•  Process Knowledge of BCA groups and tools used by multiple functions
•  Relationships with Financial and Technical communities
•  Customer Knowledge and stronger VOC (Voice of the Customer) positions, with multiple methods to present recommendations on behalf of the customers
•  Ability to provide financial knowledge to the technical community and technical knowledge to the financial community
• Communication skills with the ability to understand multiple points of view and mediate differences with objective analysis 
• Analytic skills to recognize quality escapements within any process and within any business or technical system
• Knowledge of BCA, with gained understanding of the priorities and processes from multiple groups, including ASE (Airline Support Engineering), FCO, SE, Retrofit Engineering, Maintenance Engineering, Design Engineering, Business Operations, Program Finance, change processing, SRP process, RM&T, Field Service, BOC (Boeing Operations Center), and others
•  IT Tools Knowledge for many data sources, including WARS, READARS, Maintenance Performance Toolbox, eSRP, BCS, FTD, FIX, ECC, PSDS, COSP, RM&T systems, ACT, CCID, OP-HATS, GoPartsGo, NCM, Velocity, DCCS, BOBCATT, BERST, PmDb.

This position is expected to be 100% onsite. The selected candidate will be required to work on-site at one of the listed location options.

Basic Qualifications (Required Skills/Experience):           

• Bachelor's degree or higher
• 6 or more years' related work experience or an equivalent combination of education and experience

Preferred Qualifications (Desired Skills/Experience):

• MS Degree or higher
• 10 or more years' related work experience or an equivalent combination of education and experience

Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.  

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement