Aviation Product Support

Summary:

Responsible for technical product support and warranty management activities, engaging with customers, business partners, and working closely with Continental’s outside and inside sales and customer support personnel.

****This Position can be Remote if not in the Mobile, AL area****

Essential Duties and Responsibilities:     

• Communicate with internal and external customers, service providers, and business partner representatives by phone, e-mail or in person.
• Provide technical trouble-shooting assistance for all Continental product lines in accordance with approved procedures and policies, both remotely from the main base, and on-site at customer’s locations when necessary.
• Investigate customer complaints regarding quality, tolerances, specifications, and delivered condition of products, communicating internally with designated departments for investigation, and following up until completion.
• Perform warranty administration including verification, tracking, coding, modifying claims, entering disposition decisions, while ensuring timely and fair resolutions.
• Represent Continental at tradeshows and special events when necessary.
• Support marketing initiatives and the execution and monitoring of campaigns.
• Collect and report business opportunities and market intelligence.
• Populate and maintain Customer Relationship Management (CRM) databases, in accordance with company policies.
• Partner with and/or assist inside and outside sales personnel when necessary.
• Follow through on calls, emails and chats to ensure that they are properly closed.
• Other duties as assigned.

Travel

• Average: 10%. Must be willing and able to travel throughout the assigned territory, as well as other regions (including the US), sometimes in short-notice and/or for extended periods of time as needed.

Education and/or Experience Required

• Bachelor's degree (B. A.) from four-year university; or 5 years related experience and/or training; or equivalent combination of education and experience.
• Valid and current FAA A&P License and/or local equivalent required to legally perform airframe and powerplant maintenance tasks.
• FAA IA and/or local equivalent, private pilot License or higher, CFI, CFII ratings are a plus.

Skills Required                                                                       

• Be customer focused, while properly representing the company.
• Ability to remain objective and facilitate positive resolution to issues, even on stressful conditions.

Communication

• Full technical level language proficiency in English (verbal and written). Proficiency in additional languages spoken throughout the assigned region is a plus.
• Ability to effectively convey information and respond to questions, both in written and verbal form, from executive leadership, colleagues, internal and external customers, and the public.
• Must be able to handle large volume of emails, calls, and chats in a timely and professional manner.
• Must be able to communicate timely and effectively through real-time messaging systems.
• Cross-cultural awareness and communication sensitivity.
• Ability to read, analyze, and interpret aviation service publications, technical procedures, and governmental regulations.
• Ability to write objective and concise reports, business correspondence, and procedures.

Problem Solving

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Mathematical

• Ability to calculate figures and amounts such as length, torque, tolerances, distances, proportions, percentages, etc.

Information Technology

• Advanced user-level proficiency in at least the following software and/or systems: Windows, iOS, MS Outlook, MS Power Point, MS Word, MS Excel, and web browsers.
• Advanced user-level proficiency in ERP/CRM preferred.

Physical Requirements

Ability to sit or stand for extended periods of time, including long-range air travel. Ability to effectively adapt to time-zone changes. Ability to work and transverse safety sensitive manufacturing, assembly and/or aviation services work areas. Ability to lift 10 pounds repeatedly and lift up to 60 pounds. Ability to bending, reaching, and kneeling repeatedly.