Customer Support Representative

1 month ago

Mesa, United States Precision Aviation Group Full time

Prime Turbines, in Mesa, Arizona is a division of Precision Aviation Group (PAG) who is a leading provider of products and value-added services to the aerospace and defense industries worldwide. With 20 Repair Stations, an over 850,000-square-feet of sales and service facilities in the United States, Canada, Australia, Singapore, and Brazil - PAG's 23 locations and customer-focused business model serve aviation customers through Supply Chain and Inventory Supported Maintenance, Repair and Overhaul (ISMRO) services.

Prime Turbines is a leading turboprop engine repair, maintenance, and overhaul (MRO) company specializing in the Pratt & Whitney Canada PT6A & PT6T, currently has a position open for an experienced Customer Support Representative in the Mesa facility.

**Job Summary**
- Customer Support Representative coordinates across multi-functional disciplines within the company to achieve on-time delivery and customer satisfaction while meeting set company financial goals.
- Manage Repair Station (MRO) and customer requirements in accordance with quotation, schedule, contract obligations, and various terms and conditions.
- Ensure timely and effective communications internally and externally to fulfill contract obligations meeting quality, cost and on-time delivery expectations.
- Develop and maintain customer relationships that foster additional growth opportunities as an extension of the aftermarket sales force.

**Duties and Responsibilities**
- Functions as primary focal point of contact for assigned customer related inquiries and represents the customer within the facility.
- Performs customer requirements review of all assigned orders to ensure that the orders are processed and entered per negotiated requirements.
- Accountable for ensuring orders are received into the ERP system.
- Coordinates demand scheduling and alignment with Production Management.
- Works with Sales team to negotiate pricing, delivery, administrative requirements and conditions ensuring compliance with Primes terms and conditions from proposal through shipment.
- Develops extensive and detailed quotes defining pricing for various turbine engine overhaul and repair actions.
- Manages customer database and maintains all records for the account.
- Ensures that the company and customers’ requirements are both being fulfilled as relating to timing, price and satisfaction.
- Review compliance with all export control regulations.
- Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs.
- Coordinates the internal activities of all departments involved in achieving customer commitments.
- Evaluates and coordinates product exchange applicability (MRO Exchange programs) with Materials and Purchasing.

**Position Criteria**
- Customer oriented, and comfortable with direct customer contact.
- Ability to manage multiple projects/activities
- Results driven
- Knowledge of standard Aerospace MRO processes
- Process and Detail oriented
- Excellent communication and interpersonal skills
- Ability to lead change in a team environment; creative thinker
- Ability to quickly analyze, identify and implement opportunities and corporate initiatives for improvement that have measurable dollar impact each year
- Collaborative style and ability to work cross functionally
- Computer skills including experience with ERP systems and MS Office

**Basic Qualifications**
- Minimum 5 years supporting a complex product line or service, with direct customer interface/support/internal sales experience.

**Preferred Qualifications**
- Experience in the Aerospace MRO Industry
- Prior experience working in a professional role in a manufacturing environment
- Bachelor’s Degree from an accredited institution

We offer competitive pay and wide variety of benefits. Full time associates qualify for health benefits the first of the month following 30 days employment. Options include 4 medical plans, 2 dental plans, vision, base life (company paid), voluntary life, short and long-term disability, flex spending accounts, and telemedicine. Other benefits include vacation and PTO time accrued with each pay cycle, 9 paid holidays, and 401k with company match contributions.

**AA/EOE/M/F/V/D

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