Coordinator, Customer Support Account

Job Purpose

The Customer Support Account Coordinator is a customer-facing role and supports the customers on a 24/7 basis. This individual brings value to the customers by providing them with dedicated support which meets HACI CS mission statement of “keep our customers flying safely and economically” It satisfies the overall HACI goal of customer satisfaction.

Key Accountabilities

• Conducts planned and unplanned post-delivery customer visits, communications, and facilitates resolution of technical and customer satisfaction issues.
• Conduct root cause and/or trend analyses for service or component failures and recommend corrective action plans as applicable.
• Monitor day to day customer support requests from Client to Provider, including developing escalation workflows to align expectations, including but not limited to requesting expedited service for critical parts orders, facilitating discussions required to resolve disputes related to invoicing or claims, etc.
• Monitor KPIs such as dispatch reliability, aircraft availability, on time performance, and claims processing times.

Qualifications, Experience, and Skills

• Minimum Educational Qualifications: Bachelor’s Degree or A&P license.
• Minimum Experience: 2 years experience
• Other Job-Specific Skills: Familiar with SAP, Salesforce, Project Management, Aircraft systems, Federal Aviation Regulations

Decisions Expected

• Influence expedited shipment of parts to ensure customer’s aircraft are returned to service.
• Influence HACI internal teams and Service Centers to provide the highest level of customer service.
• Facilitate resolution of any issues with respect to processing of warranty or Flight Ready service plan claims.