Job Title: Customer Service Account Admin I
Pay rate range: $25.53 39.50/ hour ( Depending on the hiring managers discretion)
Shift: 1st Shift
Location: Kalamazoo MI
JOB DESCRIPTION:
Administers warranty and maintenance agreements for customer service accounts to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of major and/or multiple customer accounts. Interprets customer requests monitors performance and delivery investigates complaints negotiates pricing and discounts and ensures compliance with warranty or maintenance agreements.
ESSENTIAL FUNCTIONS: Administers and/or provides oversight for specialized and/or major customer accounts of diverse scope and complexity in response to parts returned for service or replacement. Evaluates customer performance requirements delivery schedules and reviews estimates of material and labor costs. Provides mutually acceptable solutions to customer problems that impact cost or schedule. Negotiates complex requirements across multiple customers products and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May reprioritize repair schedules to meet customer commitments. Investigates and resolves claims or complaints by collecting and analyzing information. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities. Approves or authorizes special price quotations and allowances deductions and adjustments on a casebycase basis. Determines the need for amendments or extensions to warranty or service agreements. Determines when customer requested changes are outofscope. May confer with management regarding customer credits and precedentsetting decisions. Recommends actions by analyzing and interpreting records of present and past operations trends and costs. Analyzes proposed changes in methods and/or procedures. May provide input to customer service engineering regarding maintenance or return trends and perform other specialized assignments. Acts as the point of contact with the customer on assigned accounts. Coordinates customer visits presentations and/or audits. Maintains successful longterm business relationships and contacts with highlevel customer procurement employees. May have responsibility to coordinate and ensue coverage for aircraftonGround/critical priority service. Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes within the division and/or with corporate and customer involvement. Recommends actions by analyzing and interpreting data and making comparative analyses. Analyzes proposed changes in methods. Maintains professional and technical knowledge by attending educational workshops reviewing trade publications and/or participating in professional associations such as the National Contract Management Association (NCMA). Ensures compliance with federal state and aerospace industry regulations (e.g. FAA); ensures adherence to requirements and advises management on needed actions. May provide leadership to others in customer support a related function or a business team. Acts as prime contact on high level projects. Establishes goals and objectives required to complete projects. Trains and mentors less experienced employees. Serves as a functional subject expert and resource. Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include crossfunctional or project team responsibilities (e.g. continuous improvement). QUALIFICATIONS: Bachelors degree (BA) in Business Administration and experience which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through six or more years of related experience in technical product support or contract administration. Thorough knowledge of warranty and maintenance agreements industry practices regulations and policies. Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement if applicable. May require knowledge of international trade and export requirements. Maintains a thorough knowledge of Parker products and customers. Ability to effectively assess lead and implement continuous improvement in critical and/or highimpact areas. Proficient with standard business application software and specialized data analysis or materials systems (e.g. electronic data interface (EDI) or manufacturing resource planning (MRP) systems). Ability to work on a variety of problems of diverse scope and complexity where analysis and evaluation of various outcomes require tradeoffs; solve a wide range of difficult problems in imaginative and practical ways; evaluate alternative solutions that may require coordination across multiple teams. Ability to establish goals and objectives to complete projects. Ability to read analyze and interpret policies and contracts or agreements and recommend changes to procedures. Ability to respond to significant inquiries or complaints from customers regulatory agencies or members of the business community. Ability to define problems collect data establish facts and draw valid conclusions. Ability to negotiate effectively to obtain s and terms on repairing replacing and delivering products and services. Ability to effectively communicate and present information to team members team leaders customers and top management. Ability to effectively demonstrate team member competencies and participate in goal setting performance feedback and selfdevelopment activities. Additional Comments: The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an allinclusive list of duties and responsibilities. It is intended to describe the general nature of the position.
