Customer Service Officer - West Coast

This Customer Service Officer is responsible for interfacing with our Authorized Service Centers (ASCs) primarily in the Midwest and Western USA, and with customers who have maintenance performed there to ensure our customers receive excellent service. The Customer Service Officer provides guidance and training as it relates to customer support and the ASC agreements through on-site and remote support of technical, logistical and commercial topics. Additionally, the position interacts directly with customers to answer questions and resolve general issues. Travel to customer sites is required as needed to support key operational and technical events, enhancing the customer experience. Up to 50% travel is expected to client sites in the Midwest and Western states, with 10% travel outside of the region.

What you will be doing:

• Resolve operational customer issues with the ASC and providing day to day Operational Service Desk (OSD) / campaign and On-Wing Maintenance support covering technical & logistic aspects for ASC-based activity
• Ensure clear communication between teams, ASC and end customer and ensuring complete and accurate engine / component information & data transfer
• Review and approve standard work orders such as standard line maintenance activities according to warranty and CC (Corporate Care) service level agreements with customers
• Assist users of the ASC Application and provide training as appropriate
• Conduct regular review of Service Center Capabilities (IPs, tooling availability)

Who we’re looking for:

Basic Requirements:

• Associate degree with 3+ years of technical and/or services background with customer facing experience within aviation, OR
• Bachelor’s degree with 1+ years of technical and/or services background with customer facing experience within aviation, OR
• Master’s degree, OR
• PhD, OR
• 5+ years of technical and/or services background with customer facing experience within aviation in lieu of a degree
• In order to be eligible for consideration, you must be a U.S. Citizen or U.S. Permanent Resident

Preferred Requirements:

• Experience of working with gas turbines, their operation and functionality and familiarity with general aviation maintenance practices and regulations
• Knowledge of the aviation industry and a good understanding of products and service contracts
• Significant external corporate aircraft, airframer, vendor or customer experience
• High degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver
• Ability to work across functional boundaries

What we offer:

We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

For fully remote roles, employees can live in any state except Idaho, Nebraska, Nevada, Vermont, and Wyoming.

Relocation assistance will be provided if applicable.