Customer Support Solutions

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Customer Support Solutions</span><span id="requisitionDescriptionInterface.ID1480.row1" title="">(</span><h1 xmlns:ftl="http://www.taleo.net/ftl" xmlns:htm="http://www.w3.org/1999/xhtml" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><span id="requisitionDescriptionInterface.ID1499.row1" title="">Job Number:</span></h1><span> </span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">328818</span><span id="requisitionDescriptionInterface.ID1528.row1" title="">)</span><span id="requisitionDescriptionInterface.ID1538.row1" title="">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</span><h2 xmlns:ftl="http://www.taleo.net/ftl" xmlns:htm="http://www.w3.org/1999/xhtml" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><span>Description</span></h2><span><span> </span></span><span id="requisitionDescriptionInterface.ID1590.row1" title=""><p><b><u><span lang="EN-US">JOB SUMMARY:</span></u></b></p> <p><span lang="EN-US">The Customer Support Solutions will be detail oriented and analytical, will work as a 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 is receiving excellent service.</span></p> <p><b><u><span lang="EN-US">JOB RESPONSIBILITIES:</span></u></b></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">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, among other escalated items. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Receives customer inquiries through multiline calls and emails and responds in a timely and accurate way. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Collaborate with various functional areas to troubleshoot any issues and support each event with escalated priority and complexity in mind.</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Collect and report metrics to leadership along with identified measures to address trends.</span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span lang="EN-US">Customer metrics</span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span lang="EN-US">Part status</span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span lang="EN-US">Service and technical issues</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Use of technical knowledge will be used to assist customers with complex problem. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Responsible for the authorization of return of goods.</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Must be able to make the determination whether to absorb cost of new part versus exchange part to ship to AOG customer.</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Properly identify AOG event and prioritize to ensure customer issue is resolved. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Provide issue resolutions regarding critical parts, technical items, or service challenge for each AOG event using technical expertise and own discretion. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Must be able to provide recommendations to complex issues with minimum direction.</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Represents the Customer Support space in providing thorough support with utmost professionalism. </span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Log information into SalesForce in an accurate and timely manner.</span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Generate reports from SalesForce and PowerBI to present out to leadership with recommendations as needed. <span> </span></span></p> <p><span lang="EN-US"><span>·<span>        </span></span></span><span lang="EN-US">Support TAPD organization and any specific projects or objectives. </span></p> <p><span lang="EN-US"></span></p></span><h2 xmlns:ftl="http://www.taleo.net/ftl" xmlns:htm="http://www.w3.org/1999/xhtml" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><span>Qualifications</span></h2><span><span> </span></span><span id="requisitionDescriptionInterface