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Lead Customer Service Management Specialist
2 months ago
Job Title: Lead Customer Service Management Specialist
Job Summary:
The Lead Customer Service Management Specialist will provide on-site support to customers in the operation, troubleshooting, management, repair, installation, and maintenance of their products. In this role, you will also act as a liaison between the company and the customer.
Key Responsibilities:
- Provide interpretation of data and technical instructions
- Provide technical assistance in the identification of and instructions on the use of special tools and handling equipment
- Recommend and develop local informal training programs in support of maintenance and troubleshooting tasks
- Review reported malfunctions and assist with fault analysis
- Provide technical assistance and support to resolve maintenance problems
- Review effectiveness of maintenance actions to identify training needs and improve maintenance practices
- Assist customer with logistics tasks including work scope reviews, maintenance scheduling, data recording and hardware tracking / availability
- Apply Six Sigma analytical tools to assist the customer with root cause analysis, issue resolution and trend analysis
- Demonstrate best methods of disassembling, repairing, and assembling engines and engine components
- Serve as liaison between customer and factory personnel related to maintenance, logistical and operational tasks
Requirements:
- Bachelor's Degree from an accredited college or university (or an existing Military Field Service Representative with a High School Diploma / GED and a minimum of 4 years of experience in a field service / maintenance position as a Military Field Service Representative)
- Minimum of 3 years of field maintenance, modification, repair, or testing experience on the F404 Propulsion System products
Eligibility Requirements:
- Ability and willingness to travel as required
- Ability and willingness to obtain and maintain a U.S. Government Secret Clearance
- Ability and willingness to relocate to domestic or international locations to support the needs of the business
Desired Characteristics:
- Strong customer interaction and communication skills
- Strong interpersonal and leadership skills
- Proven analytical and quality improvement ability
- Demonstrated proficiency in repair troubleshooting, shop operations and testing of assigned programs / hardware
- Able to work with and make formal presentations to all levels of maintenance, engineering and management
- Project management experience
- Demonstrated ability to lead and influence GE customers and peers
- Possess knowledge of the learning process and how to transfer technical knowledge to less qualified personnel including the ability to express thoughts in both oral and written communications
- Possess the ability to work independently, without technical guidance and to perform all required work tasks
- Possess a high degree of tact, diplomacy and ability to work and cooperate harmoniously with customer personnel
