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Customer Service Specialist

4 months ago

Tucson, United States Universal Avionics Full time

Universal Avionics (UA) has been in business for over 40 years, continuously making huge strides in business, commercial, and military avionics by designing the next generation of technology as well as the latest iterations of our flagship products to ensure easier management and safety & reliability of all phases of flight.

UA is seeking a Customer Service Specialist who will support our FAA Part 145 Repair Station operations by coordinating repair activities, including the processing and expediting repair units. As UA's CSS, you will be responsible for communicating with a range of customers and internal stakeholders via email, in person, and phone. It requires critical thinking, attention to detail, and flexibility within a fast-paced work environment.

Summary

The Customer Service Specialist position is a customer-facing role that supports the Federal Aviation Administration (FAA) Part 145 Repair Station operations by coordinating repair activities, including the processing and expediting repair units. This position reports to the Manager of Customer Service and is responsible for communicating with a range of customers and internal stakeholders via email, in person, and phone. It requires critical thinking, attention to detail, and flexibility within a fast-paced work environment.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Process incoming repairs.
  • Expedite units to the floor for repair and to quality and shipping for customer delivery.
  • Perform order entry of rentals, loaners, and exchanges.
  • Process returned equipment (boards and units) from field use.
  • Support customers with status on repairs, sending in units for repairs, providing requested documents, and assisting with general requests.
  • Assist with repair quotations and costing repaired units.
  • Demonstrate an understanding of industry terminology.
  • Actively works as a valuable teammate and resource within the Services team and to other departments.
  • Ability to support a flexible schedule to address after-hour customer support requests.
  • Play a primary role in meeting Repair Station goals.
Competency

To perform the job successfully, an individual should demonstrate the following competencies:

Minimum Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required to accomplish this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience
  • Minimum high school diploma or equivalent.
  • Exceptional attention to detail and superior work ethics are essential.
  • Strong problem-solving abilities are required.
  • Excellent oral and written communication skills and ability to meet deadlines are required.
  • Superior customer service skills are required.
  • Strong knowledge of Microsoft Word, Outlook, Excel, and the ability to learn Universal's internal order entry system is required.
  • Data or Order Entry background is highly desired.
  • Knowledge of UASC products or a general knowledge of avionics and aircraft systems is desired.
Computer Skills
  • Proficient with a personal computer and the ability to type. Proficient with Microsoft Office Suite. A strong aptitude for acquiring competency in new tools is essential.
Language Skills
  • Ability to read, analyze, and interpret requirements and documents. Strong written and oral communication skills, including English fluency.
Mathematical Skills
  • Ability to apply basic concepts and applications of arithmetic, including addition, subtraction, multiplication, and division in all units of measure using whole numbers, common fractions, and decimals.
Reasoning Ability
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to think critically to solve practical problems and deal with a variety of situations where only limited information exists.
Work Environment
  • The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • The work environment is usually quiet.
Physical Demands

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, crawl, or climb. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
What motivates our team:
  • Excellent benefits, including medical, vision, dental, PTO, 401k, and much more, as well as a robust health & wellness program
  • Strong life-work balance
  • Great company culture
  • Groundbreaking work opportunities
  • Impactful innovation in the avionics industry
  • Passionate & dedicated team members
  • A work environment that fosters training, professional development, and career advancement
Why you'll like working here:
  • Universal Avionics is a mid-sized company with all the functions and benefits of a much larger organization, so you get the best of both worlds.
  • You'll make an impact You'll be part of a company that is making huge strides in the safety and reliability of air travel.
  • You'll work with very motivated and skilled people who are excellent at what they do and are great mentors.
  • You'll bring your own unique skills set and passion to create a mutually beneficial working and learning environment.
  • At UASC, we care about our employees, both personally and professionally.


About Universal Avionics
Universal Avionics and its parent company, Elbit Systems, Ltd., represent decades of leadership and innovation as developers and suppliers of Head-Down Displays (HDD), Head-Up Displays (HUD), Head Wearable Displays (HWD), and Combined Vision Systems (CVS), which includes both our Enhanced Vision System (EVS) and Synthetic Vision System (SVS). Universal Avionics is also a leading manufacturer of innovative commercial avionics systems, offering retrofit and forward-fit solutions for the largest diversification of aircraft types in the industry.
To learn more about Universal Avionics, visit www.universalavionics.com