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Staff Tech, Customer Service


United Technologies
Location: Burnsville, Minnesota
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs
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Staff Tech, Customer Service

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Business Unit UTC Aerospace Systems
Job ID 53577BR Date posted 09/12/City Burnsville
State Minnesota
Country US

Competencies

* Ability to handle urgent need requests from internal and external customers.
* Capable of maintaining short lead times and handle special requests.
* Report, update, transact and provide information that facilitates the general repair process.
* Ability to meet customer needs and meet required deadlines while meeting a high expectation for quality.
* Capable of working extended hours as needed to meet a customer's requirements
* Under minimal supervision, performs varied and complex tasks
* Applies advanced skills to perform functions of the position within assigned area
* Adapts new procedures, techniques, tools, materials and/or equipment to meet the more complex requirements of the position
* May rely on experience and judgement to plan and accomplish some assigned tasks and goals
* Resolves most questions and problems, may serve as a resource on several topics, and refers only the most complex issues to higher levels
* May orient, train, assign and check the work of other employees

Customer Contact

* Establish sole contact with assigned customers for all programs under contract.
* Maintain effective liaison and coordination between all functions of the company and the customer with regards to committed/contractual business.
* Represent customers within company; champion customers’ needs and coordinate responses to assure customer expectations are met.
* Communicate effectively in a professional manner, both written and verbally, with internal and external customers.

Contract Administration

* Support resolution of conflicts and assure compliance with contract requirements.
* Minimize assumption of business and contract risk; communicate risk issues to appropriate management levels and develop contingency plans as necessary.
* Administer customer request for quotes, purchase orders/repair orders, for both contractual or price listed items.
* Respond to requests for quotes
* Order statusing
* Archiving customer PO and contract file
* Coordinate with ITC for import/export of repairs
* Maintain familiarity and ensure compliance with government regulations (i.e. CAV, WAWF )
* SAP order entry
* Coordinate proper SAP set ups for customers
* Sold-to/Bill-to/Ship-to/Freight Forwarders/Contact Partners
* Pricing
* Route and carrier info
* Material cross references
* Customer Master
* Flow down of contractual requirements

* Provide assertive contract management for customers and programs.
* Process customer claims; warranty, freight and labor, delinquent SPT penalties, etc.
* Perform contract review of all purchase orders
* Repairability determination
* Certification requirements
* Terms & Conditions
* Pricing
* Repair work direction
* Quality Clauses
* Warranty adjudication (both OEM and Repair)

* Identify and support delivery and quality issues within the organization and at the customer.

* Coordinate spare replacement activities with Aftermarket Spares team and OE
* Support customer reporting requirements per contract (i.e. FRACAS, OTIF/OTD metrics, etc.)
* Customer scorecard reconciliation

Financial Accountability

* Assist with forecast and demand planning feedback to MRO leadership and OE
* Provide support to Financial Shared Services (FSS) to troubleshoot invoicing issues

Qualifications Excellent verbal and written communication skills.
Knowledge of computer systems.
Use of order management software; SAP experience preferred.
Education

AA/AS degree, Technical/Business School Certificate or Diploma, Skilled Trades Apprenticeship, or other post high

school training (two years duration) with minimum of 5 years experience

Preferred Education: 4-year degree; preferred Business Administration or Management

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Apply
Staff Tech, Customer Service

Apply
Business Unit UTC Aerospace Systems
Job ID 53577BR Date posted 09/12/City Burnsville
State Minnesota
Country US

Competencies

* Ability to handle urgent need requests from internal and external customers.
* Capable of maintaining short lead times and handle special requests.
* Report, update, transact and provide information that facilitates the general repair process.
* Ability to meet customer needs and meet required deadlines while meeting a high expectation for quality.
* Capable of working extended hours as needed to meet a customer's requirements
* Under minimal supervision, performs varied and complex tasks
* Applies advanced skills to perform functions of the position within assigned area
* Adapts new procedures, techniques, tools, materials and/or equipment to meet the more complex requirements of the position
* May rely on experience and judgement to plan and accomplish some assigned tasks and goals
* Resolves most questions and problems, may serve as a resource on several topics, and refers only the most complex issues to higher levels
* May orient, train, assign and check the work of other employees

Customer Contact

* Establish sole contact with assigned customers for all programs under contract.
* Maintain effective liaison and coordination between all functions of the company and the customer with regards to committed/contractual business.
* Represent customers within company; champion customers’ needs and coordinate responses to assure customer expectations are met.
* Communicate effectively in a professional manner, both written and verbally, with internal and external customers.

Contract Administration

* Support resolution of conflicts and assure compliance with contract requirements.
* Minimize assumption of business and contract risk; communicate risk issues to appropriate management levels and develop contingency plans as necessary.
* Administer customer request for quotes, purchase orders/repair orders, for both contractual or price listed items.
* Respond to requests for quotes
* Order statusing
* Archiving customer PO and contract file
* Coordinate with ITC for import/export of repairs
* Maintain familiarity and ensure compliance with government regulations (i.e. CAV, WAWF )
* SAP order entry
* Coordinate proper SAP set ups for customers
* Sold-to/Bill-to/Ship-to/Freight Forwarders/Contact Partners
* Pricing
* Route and carrier info
* Material cross references
* Customer Master
* Flow down of contractual requirements

* Provide assertive contract management for customers and programs.
* Process customer claims; warranty, freight and labor, delinquent SPT penalties, etc.
* Perform contract review of all purchase orders
* Repairability determination
* Certification requirements
* Terms & Conditions
* Pricing
* Repair work direction
* Quality Clauses
* Warranty adjudication (both OEM and Repair)

* Identify and support delivery and quality issues within the organization and at the customer.

* Coordinate spare replacement activities with Aftermarket Spares team and OE
* Support customer reporting requirements per contract (i.e. FRACAS, OTIF/OTD metrics, etc.)
* Customer scorecard reconciliation

Financial Accountability

* Assist with forecast and demand planning feedback to MRO leadership and OE
* Provide support to Financial Shared Services (FSS) to troubleshoot invoicing issues

Qualifications Excellent verbal and written communication skills.
Knowledge of computer systems.
Use of order management software; SAP experience preferred.
Education

AA/AS degree, Technical/Business School Certificate or Diploma, Skilled Trades Apprenticeship, or other post high

school training (two years duration) with minimum of 5 years experience

Preferred Education: 4-year degree; preferred Business Administration or Management

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Apply
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