Customer Service Rep II - Spares & Warranty

SUMMARY

Responsible for managing assigned aftermarket customer accounts and coordinating spare parts, warranty, repair, exchange, and overhaul requirements from customer request through fulfillment. Serves as a primary customer contact and represents the voice of the customer internally.

Coordinates across Procurement, Engineering, Finance, Production, Warehouse, Shipping, Technical Support, and other functional areas to ensure customer requirements and contractual commitments are understood and achieved. Monitors order status, backlog, delivery performance, warranty activity, and customer issues and exercises independent judgment in resolving routine and moderately complex customer matters within established Company policies and contractual requirements.

DUTIES AND RESPONSIBILITIES include the following.

- Serve as the primary point of contact for assigned aftermarket customers regarding spare parts, warranty, repair, exchange, overhaul, order status, pricing, and delivery.

- Manage assigned customer requirements throughout the order lifecycle, from initial inquiry and order entry through shipment, delivery, and issue resolution.

- Review customer requests and applicable contractual requirements, terms and conditions, pricing, warranty provisions, and delivery commitments.

- Enter and maintain accurate customer orders, demand requirements, and related information in JDE and other applicable systems.

- Research part numbers, technical specifications, Illustrated Parts Catalogs (IPC), supersessions, and alternative support information to assist customers in identifying required material.

- Evaluate customer requirements and coordinate with Procurement, Engineering, Production, Finance, Warehouse, Shipping, Technical Support, and other departments to resolve issues and meet customer commitments.

- Proactively communicate order status, anticipated delays, material availability, and resolution plans to assigned customers.

- Monitor backlog, open orders, delivery performance, customer complaints, and other customer-service metrics and identify items requiring corrective action or escalation.

- Review and evaluate warranty claims against applicable policies and contractual provisions; determine or recommend claim disposition within assigned authority and communicate approved resolutions to customers.

- Coordinate warranty claims and determine appropriate routing for repair, exchange, overhaul, or other disposition in accordance with Company policy and applicable contractual requirements.

- Create, monitor, and coordinate repair, warranty, exchange, and overhaul purchase orders and work orders.

- Research and resolve order discrepancies, returns, credits, pricing issues, shipment concerns, and other customer-account matters within assigned authority.

- Coordinate with Warehouse, Shipping, Production, suppliers, service centers, and carriers to expedite delayed or critical customer requirements.

- Support Aircraft on Ground (AOG) and other urgent customer requirements as necessary.

- Maintain accurate customer, order, warranty, and transaction data and ensure appropriate supporting documentation is complete.

- Analyze customer and order information to identify trends, risks, backlog issues, and opportunities to improve service levels.

- Prepare and maintain customer-service reports, backlog metrics, delivery performance information, and other operational reporting.

- Support customer reviews and internal meetings by providing order status, open actions, risks, and recommended resolutions.

- Identify recurring customer or process issues and recommend improvements to Customer Service and Aftermarket leadership.

- Ensure compliance with Export Control, ITAR, contractual requirements, Company policies, and applicable procedures.

- Represent MD Helicopters with professionalism, integrity, accountability, and responsiveness.

- Perform other related duties as assigned.

KNOW-HOW

Requires working knowledge of aftermarket customer service, spare-parts fulfillment, warranty/repair administration, order management, contractual requirements, and cross-functional business processes.

Requires sufficient technical and product knowledge to research customer requirements, identify appropriate spare parts and support documentation, and coordinate solutions across multiple functions.

Requires effective customer communication, organizational, analytical, and interpersonal skills to manage multiple priorities and customer commitments simultaneously.

PROBLEM SOLVING

Regularly evaluates customer requirements, order status, material availability, warranty provisions, delivery constraints, and competing priorities to determine appropriate courses of action.

Uses judgment to resolve routine and moderately complex customer and order issues within established policies and contractual parameters and identifies matters requiring management, Contracts, Engineering, Finance, or other functional escalation.

ACCOUNTABILITY

Accountable for accurate and timely management of assigned customer accounts, orders, warranty activities, customer communications, and related commitments.

The role directly influences customer satisfaction, backlog performance, on-time delivery, working capital, and aftermarket revenue through effective management of customer requirements and internal coordination.

Exercises independent judgment within defined authority while escalating significant commercial, contractual, pricing, technical, or financial matters as appropriate.

Qualifications

SKILLS AND ABILITIES

- Demonstrated customer-service and account-management capability in aerospace, aviation, manufacturing, distribution, or another technical environment.

- Strong organizational and time-management skills with the ability to manage multiple customer requirements and priorities.

- Ability to interpret customer requirements, order information, pricing, warranty provisions, and contractual terms.

- Strong analytical and problem-solving capability.

- Ability to coordinate effectively across Procurement, Engineering, Finance, Production, Warehouse, Shipping, Quality, and other functions.

- Demonstrated ability to resolve customer issues and determine when escalation is appropriate.

- Strong written and verbal communication skills.

- Working knowledge of ERP/order-management systems; JDE experience preferred.

- Intermediate proficiency in Microsoft Excel, including organizing, analyzing, reconciling, and manipulating data using formulas, lookup functions, sorting/filtering, and basic reporting tools.

- Ability to analyze backlog, order, delivery, and customer-performance data.

- Familiarity with Illustrated Parts Catalogs and technical product documentation preferred.

- Aerospace/helicopter experience preferred.

- Working knowledge of MD Helicopters products preferred.

- Access to Export Control Information is required.

- Regular attendance at the worksite is required.

EDUCATION and/or EXPERIENCE

- Associate's or Bachelor's degree in Business, Supply Chain, Aviation, Operations, or a related field preferred.

- Equivalent directly relevant education and experience may be considered.

- Typically 3–5 years of progressively responsible experience in customer service, aftermarket support, spare parts, warranty/repair administration, order management, supply chain, or a related function.

- Aerospace, aviation, defense, manufacturing, or technical-product experience preferred.

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 by any person authorized to give instructions or assignments.

This document does not create employment contracts, implied or otherwise, other than an at-will relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

None

WORK ENVIRONMENT/PHYSICAL DEMANDS

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

- Work performed in an office and factory settings.

- Exposure to shop environment such as noise, dust, odors, and fumes.

- Occasionally required to lift up to 20 lbs.

- Regularly required to sit, stand, bend, reach, and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC is an equal opportunity employer that includes veterans and individuals with disabilities.