Job of the Week

Raisbeck Engineering job details and career information

Technical Customer Support Representative Featured

Location
Tukwila, Washington
Wage
Annual Salary $75,000.00 - $80,000.00
Job ID
AV4053154
Posted
2021-3-6
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We are seeking a talented individual to perform a key role in acting as the liaison between the Customer Support Department, at times other departments and our customers. In this position the Technical Customer Support Representative will support business operations by consistently delivering exceptional customer service by answering questions and concerns of mechanics, pilots, and dealers, offering knowledgeable advice, providing 24/7 AOG parts support and effectively responding to and executing all spare parts requests and orders . This position reports to the Director of Customer Support and must have a collaborative working style, the ability to make fast decisions by using judgement consistent with company procedures and safety regulations, and able to communicate and maintain good relationships with our customers, FAA, OEM and dealers. Strong aircraft maintenance technical knowledge is a plus for this position and well as the ability to function independently on a consistent basis when responding to the needs of customers in a timely, friendly, professional and accurate manner.

Primary Responsibilities:

  • Assist with day-to-day activities in the Customer Support Department; attending to all customer support needs via calls and emails as they relate to based and transient King Air aircraft
  • Manage and process spare part orders, including answering requests for quotes (RFQ’s), preparing and updating quotes in ERP system, processing Credit Cards and preparing Commercial invoices
  • Communicate via phone or email company Warranty Policy and Procedures with customers, operators and dealers
  • Process all Return Material Authorizations (RMAs), and ensure completion of necessary documentation while communicating with customers, dealers, Shipping and Inspection on incoming Warranty parts
  • Ability to field AOG calls and process urgent spare part orders during work hours, after hours and on weekends to assist customers with AOG situations
  • Provide field technical support on company modification installations as needed; offering on-site oversight and technical guidance to ensure a smooth installation process
  • Assist OEM support through processing OEM spares and kit purchase orders, entering purchase order information into Microsoft SharePoint
  • Work closely with Engineering and Sustaining Engineering as needed for input and dispositions
  • Assist with updating Installation Manuals and System Photo Guidebooks
  • Attend on-site company led dealer seminars bi-annually and assist as needed with Technical Support segment of company presentation
  • Promote and always maintain a positive image of Raisbeck Engineering, to all internal and external customers
  • Assist in authorized financial decisions, negotiations, and discount/credit assessments
  • Verify processed spare parts sales and AOG parts have shipped

Qualifications:

  • High school diploma or GED equivalent (Preferred)
  • FAA A&P license (Preferred)
  • Three years or more of hands-on experience in aircraft maintenance
  • At least 2+ years of previous customer service experience
  • Understanding of and able to familiarize with FAA regulations
  • Basic knowledge of aircraft types and service with a technical emphasis on Beechcraft King Air and Cessna Caravan a plus
  • Excellent written and verbal communication skills
  • Proficient with PC’s and Microsoft Suite programs such as Outlook, Word and Excel
  • Strong attention to detail and ability to resolve problems successfully; a willingness to “go the extra mile” for the customer
  • Must possess ability to work independently as well as function effectively within a team and across departments
  • Must be able to work flexible hours if needed to accommodate AOG requests, on-site technical support, and company certification efforts
  • Positive responsive attitude with a professional demeanor
  • Ability to travel up to 20% for installations, industry events and OEM site visit as needed

Supporting Responsibilities:

Assist sales team with technical support for existing and potential customers

Coordinate with Operations on inventory tracking

Prepare monthly Customer Follow-Up and Part Trend Summary reports

Assist Engineering with field pre-certification installations as required for testing

Environment:

Normal office work environment using a desktop computer and phone, perform on-site technical supervision support as required

Physical Demands:

Must be able to perform sitting, stooping, stretching, bending, reaching, and grasping action when performing essential job functions

Please reference Avjobs when applying for this position.

Raisbeck Engineering, located in Seattle, Washington, is a leading provider of aircraft modifications for business and commercial aircraft. Raisbeck's designs have been incorporated into OEM production aircraft of some of the most powerful aviation brands in the world including Beechcraft, Bombardier and Boeing. Dedicated to improving performance and efficiency for aircraft owners, Raisbeck’s aerodynamically designed enhancements deliver better performance results and improve passenger comfort.

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Top Employer Technical Customer Support Representative job at Raisbeck Engineering
Website
raisbeck.com
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11
2021
4053154-00
6F045AC8-9D71-483B-A83E-8EA53DD293AA

Technical Customer Support Representative

Location: Tukwila WA 98178

Industry: Aviation
Occupational Category: Business Operations
Hours: Full-time, 40 hours per week
Salary: USD 80000

Description: Raisbeck Engineering seeks a Technical Customer Support Representative.

We are seeking a talented individual to perform a key role in acting as the liaison between the Customer Support Department, at times other departments and our customers. In this position the Technical Customer Support Representative will support business operations by consistently delivering exceptional customer service by answering questions and concerns of mechanics, pilots, and dealers, offering knowledgeable advice, providing 24/7 AOG parts support and effectively responding to and executing all spare parts requests and orders . This position reports to the Director of Customer Support and must have a collaborative working style, the ability to make fast decisions by using judgement consistent with company procedures and safety regulations, and able to communicate and maintain good relationships with our customers, FAA, OEM and dealers. Strong aircraft maintenance technical knowledge is a plus for this position and well as the ability to function independently on a consistent basis when responding to the needs of customers in a timely, friendly, professional and accurate manner.

Primary Responsibilities:

Qualifications:

Supporting Responsibilities:

Assist sales team with technical support for existing and potential customers

Coordinate with Operations on inventory tracking

Prepare monthly Customer Follow-Up and Part Trend Summary reports

Assist Engineering with field pre-certification installations as required for testing

Environment:

Normal office work environment using a desktop computer and phone, perform on-site technical supervision support as required

Physical Demands:

Must be able to perform sitting, stooping, stretching, bending, reaching, and grasping action when performing essential job functions

Responsibilities:

Educational requirements:

Experience requirements:

Desired Skills:

Qualifications:

Benefits:

Incentives:

Date Posted: 2021-3-6

Please Apply by: 2021-3-22