Customer Service Account Admin II (SSO Division - Location : Glendale, AZ)

Customer Service Account Admin II

Administers warranty and maintenance agreements for customer service accounts of moderate scope and complexity to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of assigned customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing and discounts, and ensures compliance with warranty or maintenance agreements.

Essential Functions :

• Administers and / or provides oversight for assigned customer accounts in response to parts returned for service or replacement.
• Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs.
• Provides mutually acceptable solutions to customer problems that impact cost or schedule.
• Negotiates requirements across multiple customers, products, and internal teams.
• Focuses on repair process and stock allocation issues to maximize customer service levels.
• May re-prioritize repair schedule to meet customer commitments.
• Investigaes and resolves claims or complaints by collecting and analyzing information.
• Coordinates with relevant functions on technical and / or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.
• Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case-by-case basis.
• Determines the need for amendments or extensions to warranty or service agreements.
• Determines when customer requested changes are out-of-scope.
• May confer with management regarding customer credits and precedent-setting decisions.
• Recommends actions by analyzing and interpreting data and making comparative analysis.
• Analyzes and proposes changes in methods and / or procedures to improve efficiency and the quality of service.
• May develop provisioning recommendations for new aircraft maintenance agreements.
• Acts as the point of contact with the customer on assigned accounts.
• Coordinates customer visits, presentations, and / or audits.
• Maintains successful, long-term business relationships and contacts with customer procurement employees.
• May have responsibility to coordinate and ensure coverage for "aircraft-on-ground / critical priority service.
• May perform customer service administration activities on a limited basis.
• Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and / or participating in professional associations such as the National Contract Management Association (NCMA).
• Ensures compliance with federal, state, and aerospace industry regulations (e.g., FAA); ensures adherence to requirements and advises management on needed actions.
• Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities (e.g., continuous improvement).

Qualifications :

This position is subject to meeting U.S. export compliance and / or U.S Government contracting citizenship eligibility requirements.

We offer a comprehensive and competitive total compensation package.

Come join the Parker Aerospace Team! We are proud to offer competitive benefits designed with health, wealth, and well-being in mind. Our competitive package includes :