Cust Support Solutions - Melbourne

Cust Support Solutions - Melbourne

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 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.

Job Responsibilities:

• 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.
• Receives customer inquiries through multiline calls and emails and responds in a timely and accurate way.
• Collaborate with various functional areas to troubleshoot any issues and support each event with escalated priority and complexity in mind.
• Collect and report metrics to leadership along with identified measures to address trends.
• Customer metrics
• Part status
• Service and technical issues
• Use of technical knowledge will be used to assist customers with complex problem.
• Responsible for the authorization of return of goods.
• Must be able to make the determination whether to absorb cost of new part versus exchange part to ship to AOG customer.
• Properly identify AOG event and prioritize to ensure customer issue is resolved.
• Provide issue resolutions regarding critical parts, technical items, or service challenge for each AOG event using technical expertise and own discretion.
• Must be able to provide recommendations to complex issues with minimum direction.
• Represents the Customer Support space in providing thorough support with utmost professionalism.
• Log information into SalesForce in an accurate and timely manner.
• Generate reports from SalesForce and PowerBI to present out to leadership with recommendations as needed.
• Support Textron Aviation Parts and Distribution (TAPD) organization and any specific projects or objectives.

Qualifications

Qualifications:

• Must be confident working independently without daily supervision
• Ability to anticipate customer's needs
• Demonstrate dedication in meeting the expectations and requirements of internal and external customers
• Excellent written and verbal communication skills
• Good computer skills with basic Microsoft Suite experience
• Excellent customer service skills

Recruiting Company: Textron Aviation

Primary Location: Australia-Melbourne

Other Locations: Australia

Job Function: Flight Operations

Schedule: Full-time

Job Level: Individual Contributor

Job Type: Standard

Shift: First Shift

Job Posting: 03/13/2025, 8:00:31 AM

Job Number: 331013