Aviation Product Support

Continental Aerospace Technologies Inc • Remote (US) • 1m ago

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.

Licenses & Certifications (Preferred)

Private Pilot
Inspection Authority
Airframe & Powerplant

Equal Opportunity Employer
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