• Supervisor, Repair Station Customer Service

    Location US-CT-West Hartford
    Posted Date 2 months ago(10/23/2018 8:31 AM)
    Requisition Number
    15514
    # of Positions Remaining
    1
    Position Type
    Full time
    Experience (Years)
    5
    Category
    Business Development - All
    Security Clearance Required?
    No
    Shift
    1
    Relocation
    Some
  • Overview

     Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

    Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage. 

     

    Our location in West Hartford, CT is currently seeking a dynamic individual for our Repair Station Supervisor of Customer Service. This position reports directly to the Director of Contract Administration. This is a working level supervisory role leading a team of 4 that assists customers in need of Triumph Repair and Overhaul services.

    Responsibilities

    • Ensures contract administration team conducts all business in compliance with Repair Station and Company policies and procedures and customer requirements
    • Ensures all unit and customer data is entered into the JDE Order Entry system accurately and expeditiously for use by the Repair Station
    • Manages reporting progress and status of customer units through the repair station cycle
    • Performs duties throughout unit visit from order inception to shipment: including warranty adjudication, preliminary quoting, sales order entry, identifying applicable Service Bulletins, obtaining customer purchase orders with funding to perform the final determined repair work scope, and securing payment for services rendered
    • Responds to AOG (Aircraft on Ground) requests from customers
    • Drives Continuous Improvement and Corrective Action initiatives to improve processes and optimize customer service levels
    • Works collaboratively with Repair Station to ensure contractual turnaround times are met
    • Reports turn times internally and externally as required
    • Responsible for reporting department resultant metrics
    • Trains, develops and manages the team using Triumph’s performance evaluation system
    • Provides guidance regarding contract disputes and responds to customer complaints

    Qualifications

    • Supervisory experience required
    • High level of Proficiency with MS Office (Outlook, Word, Excel, PowerPoint)
    • Ability to manage a team that needs to meet daily critical deadlines in a fast-paced environment
    • Excellence in Customer Service
    • Bachelor’s Degree in Business Administration or related field
    • 4+ years’ experience in customer service and/or contracts
    • Aerospace, AS9100 Quality Systems and FAA regulations experience preferred
    • Administration of USG contracts (WAWF, iRAPT, CAV, TAMMSA) experience preferred
    • Experience using Order Entry MRP/ERP systems (JDE Edwards One World)

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