Spares Coordinator II

SUMMARY Coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms, and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide spare part expertise through alternative support literature (Illustrated Parts Catalog IPC) to support and assist MD customers with the purchase, status, pricing and delivery of orders to optimize customer satisfaction, fulfill requirements and maximize MDH’s ability to support customers with our parts. Functions as a primary focal point of contact for assigned customer related inquires and represents the voice of the customer within the facility. Accountable for ensuring orders are entered into JDE and/or other support systems and accountable for ensuring demand alignment Accountable for ensuring that the internal web based sales order requirements are being fulfilled. Interface with other departments to ensure customer requirements are met and completed. Interface with customers to mitigate exceptions to meeting customer requests. Assures compliance with all export control regulations – ITAR Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customers in anticipation of customers’ needs Supports in establishing and reporting Customer Metrics – Customer Complaints / Spares Backlog Researches technical specifications with other departments to aid in determining correct part and monitors sales fulfillment and delivery. Determines, develops, and directs warranty service repair/exchange and overhaul and purchase orders (P.O.) with service centers Oversees all work orders associated with warranty repair/exchange and overhaul & repair orders Collaborates with production, warehouse and shipping, or common carrier personnel to expedite or trace missing or delayed shipments Coordinates all warranty claims with other departments Completes customer requested tasks in a timely manner. Interface with departments as required in satisfying customer requirements to include but is not limited to, procurement, engineering, finance and production. Processes and makes adjustments to database for returned goods, credits, etc. Represent MD Helicopters with the highest levels of integrity, accountability and responsiveness. Other duties may be assigned. SUPERVISORY RESPONSIBILITIES None SKILLS AND ABILITIES REQUIRED Minimum of 3 years customer service experience required, aviation customer service preferred. Excellent communication, listening, and interpersonal skills appropriate to a customer service role required. Requires the ability to handle multiple priorities at the same time and the ability to follow through on all tasks assigned Requires proficiency with Microsoft Office Suite, and ERP/MRP systems. Knowledge of MD Helicopters product line preferred. The ability to understand and follow instructions and the ability to concentrate The ability to confirm contractual agreements/terms are met through utilization of contracts operating procedure. The ability to get along with others or to be part of a team. Regular attendance at the worksite is required EDUCATION and/or EXPERIENCE Education and Experience: Associate’s degree preferred with a minimum of three (3) years of related experience; or a high school diploma or equivalent with six (6) to eight (8) years of related experience. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested …

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