Description 

 


This position is concerned with pre-delivery Support Planning and customer support for assigned OEM customers. Support Planning includes: development of Support Plans per the RCI Commercial Systems Support Plan Process which plans and schedules deployment of all support deliverables such as Test Equipment, Publications, Spares, Exchanges and training requirements. Customer Support includes taking the lead role in resolving customer questions / issues, support of Sales and Customer Service Engineers (CSEs) to resolve OEM customer support issues including respective OEM Supplier Ratings / Scorecards. Is the company focal point for functional and management resolution of customer problems.


Job Responsibilities:


Receives general instruction on new projects or assignments. Work is reviewed for soundness of judgment and overall adequacy. Develops solutions to a variety of problems of moderate scope and complexity, referring to defined procedures and practices to determine appropriate action. 

Coordinate corrective action of customer related technical queries. 

Provide effective and timely support for assigned customers to assure highest ratings in customer satisfaction. 

Ensure timely resolution of customer AOGs (aircraft on ground) support requests. 

Generate and process LRU consignment paperwork. 

Assist in executing support and mod plans to ensure implementation of support deliverables to meet customer / Program schedule.


Job SkillsAttributes:


CooperationRecognizes that individual goals contribute toward accomplishing team outcomes. 

CoordinatingDemonstrates the ability to circulate information through the proper channels. 

Customer Service OrientationGenerally applies fundamental service techniques and adheres to proper customer procedures when interacting with customer. 

DependabilityDemonstrates the ability to follow through with work assignments and support managements policies and procedures. 

Follow-upDemonstrates the expected level of follow through with internal or external customers. 

NetworkingHas a small network of contacts within the organization with which he or she maintains close ties. 

Product Knowledge / Features / BenefitsDescribes the strengths and weaknesses of company products. 

RelationshipsDisplays a compassionate attitude toward the needs of others.


 

 
 

 Qualifications 

 

Bachelor's degree in appropriate discipline, or in the absence of an bachelor's degree, six years of related experience.
Bachelor's degree in appropriate discipline, and two years of related experience, or, in the absence of a bachelor's degree, eight years of related experience. 


US Citizenship or Permanent Resident (Green Card) is required. 



Profile

Job FieldProduct Support

LocationsIowa-Cedar Rapids

 IA

OrganizationCustomer Services

ScheduleFull-time