Technical Customer Service Representative I, II

About FlightSafety International

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom. 

Purpose of Position

Act as liaison to Customer providing reliable, professional and courteous support in a timely manner. Plans and accomplishes tasks that are varied and complex in a fast-paced environment to provide outstanding customer service. Maintain spare parts inventory database; responsible for support requests and assists with technical support.

Tasks and Responsibilities

  • Read and interpret drawings/blueprints/diagrams for customer support and planning functions.
     
  • Input and maintain inventory data for master files in Syteline and SAP.
  • Create orders, requisitions, pick lists, travelers and all other job paperwork for Commercial, Military and FlightSafety Customers. Analyze and review shipped customer orders against purchase orders and coordinate with accounting to ensure the appropriate invoices are sent to customer for invoicing.
     
  • Maintain and track status of all orders to insure timely delivery and completion of customer requests.
  • Coordinate the flow of materials through Supply Chain including manufacturing. Monitor manufacturing’s production schedule for support jobs ensuring the correct group/department receives the parts for assemblies. Monitor and track purchase orders through receiving to ensure parts are received and processed through to Simulation Operations Support before being arranging transport to our customers. Analyze job costs to identify any irregularities and inefficiencies.
  • Determine and select the most efficient and cost effective expedited parts distribution to customer learning centers.
  • Determine and coordinate appropriate disposition of parts received for repair to insure on time delivery for customers.
     
  • Perform and maintain SOS stock levels and warehouse functions including cycle counts, reorder stock as needed and restock shelves. Coordinate and dispatch surplus inventory to FlightSafety Learning Centers. Interface with vendors and Engineering to determine and obtain suitable replacement parts for obsolete/end-of-life items.
  • May be contacted evenings and weekends to provide AOG support, includes coming in to work and researching parts availability.
     
  • Monitor and track engineering support jobs to ensure hours and expenses do not exceed hours quoted. Analyze expense report and verify all charges are logged and charged to job before submitting to accounting to invoice customer.
     
  • Assist with preparation of quotes for customers.

Minimum Education

Associates Degree in a field such as Business, Operations Management, Logistics and Supply Chain Management or related field.

Minimum Experience
Two to four  years of experience in fields such as inventory control, logistics, supply chain management, manufacturing operations support or equivalent combination of education and experience.

Knowledge, Skills and Abilities

  • MRP, SAP, Syteline, spreadsheet, database and word processing applications
  • Fluency in English, ability to communicate effectively in both written and verbal form.  Able to speak effectively before groups.
    Able to read and interpret documents, drawings, blueprints, schematics.
  • Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume, able to apply concepts of basic algebra.  Basic accounting skills helpful.
    Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to function and adapt quickly in fast paced environment.

 

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
 While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.   While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

 

FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.