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Position: Customer Support Analyst ProAdvantage
Location: Dsseldorf, North Rhine Westphalia, Germany
Company: Textron Aviation
Posted Date: 2024-08-06
Reference No: 326095

Job Duties:
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 ProAdvantage 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 ProAdvantage 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.
Evaluates and determines the most cost-effective and efficient approach for fulfilling customers 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 Customers requirements.
Maintains files, customer documents, and aftermarket program contracts to ensure the department systematically administers aftermarket programs and preserves historical records.

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.