Ensure contract data and associated details, including purchase order and scheduling data, are correctly entered into SAP. Ensure that quoting, sales order entry, evaluation, obtaining customer purchase order, shipment, and securement of payment are complete in a timely manner.
Manage the customer "out-of-box” return process by coordinating with the various departments and ensuring returned product is properly documented in SAP. Work side-by-side with the contract administrators to work though customer issues and contractual issues as quickly as possible.
Serve as a liaison between the MRO support team, management and the customer to improve customer service and to improve business productivity.
Track, follow-up, and resolve customer's outstanding issues in a timely fashion, quickly react to customer complaints and provide appropriate corrective actions. Provide customer feedback to leadership, technical support and marketing teams in order to develop processes for better serving customers.
Support continuous improvement activities to streamline the business and improve customer satisfaction and decrease costs. Drive 6S and continuous improvement initiatives within the department.
Create and sustain department metrics and methods of measuring/monitoring MRO and customer return performance.
Collaborate with cross-functional departments including the Repair Station, Customer Service, Field Service, Product Support Engineering, Business Development, Program Management/Contracts and Legal to negotiate pricing, manage campaigns, compliance to contracts and regulations, and support negotiation of terms and conditions.
Perform administrative duties, reports and special projects associated with Customer Support.