• Impactful Work: Your expertise will directly contribute to the safety and efficiency of our operations.
• Growth Opportunities: We support your professional development and offer opportunities for advancement.
• Collaborative Environment: Work with a team of dedicated professionals who are passionate about aviation.

Principal Duties:

Develop/maintain solid business relationships in coordination with Regional Customer Service Sales Manager with clients in assigned territories

Collaborate with Regional Customer Service Sales Manager, ensure all customer administrative requirements are met in a timely manner/in accordance with established guidelines

Lead territory by delegating work and guide Customer Service Representatives to resolve all administrative requirements

Call clients to advise of incoming AOG shipments including notification of delivery

Use Daily Order Report follow up with customers to confirm delivery of AOG parts ordered

Assist with follow up of open customer quotes, convert to order if customer decides to make purchase

Work closely with material/Backorder Team to fill back orders in a timely manner, keep client informed on process

Answer customer inquiries in a timely and accurate manner or direct to proper personnel

Review status of customer-owned equipment and inform customers of status

Coordinate interdepartmental correspondence relating to timely delivery of spares

Assist customers with back orders and warranty reports

Assist customers with Customer Due In Cores as needed

Inform customers of all new programs and special promotions

Effectively answer customer administrative questions

Provide airworthiness documents to clients as required

Review customers account statements and assist resolution of any disputes

Respond to internal communications regarding flight delay and cancellation notifications

Notify customers with supplemental billing information as it becomes available

Process urgent reversals

Coordinate interdepartmental correspondence relating to timely delivery of spares

Manage client base with preferred CRM

Report processing as required

Non-Principal Duties:

Assist training Spares Online customers

Assist customer in utilizing DFJ technical manuals

Assist customer in filling out DFJ forms (service reports/warranty claims, MSP)

Assist customer in understanding DFJ-issued invoices

Assist in reviewing invoice disputes in a timely manner

Perform off-hour telephone coverage as needed

Minimum Qualifications:

High school diploma or GED

Minimum five (5) years of customer service experience in a fast paced environment

At least five (5) years of experience in Business Aviation or product support

Familiar with SAP

Intermediate knowledge of Microsoft Office

Thorough knowledge of DFJ product support operation or similar operation

Ability to communicate effectively and professionally one-on-one with internal and external customers

Ability to work effectively as part of a team

Ability to make decisions that satisfy client needs while moving towards Spares established goals

Excellent written and verbal communication skills

Excellent listening skills

Exceptional organizational, time management and follow up skills

Required to work rotating shifts

Additional Desired Qualifications:

Technical knowledge of the Falcon Aircraft Fleet preferred

Working knowledge of SAP and CRM platforms

College degree preferred

Valid drivers license

Working Conditions:

Office environment

Use of personal computers, fax and copy machines

Ability to lift a minimum of 30 pounds

Ability to travel required

Heavy customer correspondence

Ability to work varied shifts, including weekend coverage as needed

Compensation and Benefits

The compensation for this position typically falls between $64,000 and $69,000 per year. This position is not eligible for overtime.

Note, the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.

We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us.