Spares Coordinator II

SUMMARY

Coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms, and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide spare part expertise through alternative support literature (Illustrated Parts Catalog IPC) to support and assist MD customers with the purchase, status, pricing and delivery of orders to optimize customer satisfaction, fulfill requirements and maximize MDH's ability to support customers with our parts.
• Functions as a primary focal point of contact for assigned customer related inquires and represents the voice of the customer within the facility.
• Accountable for ensuring orders are entered into JDE and/or other support systems and accountable for ensuring demand alignment
• Accountable for ensuring that the internal web based sales order requirements are being fulfilled. Interface with other departments to ensure customer requirements are met and completed. Interface with customers to mitigate exceptions to meeting customer requests.
• Assures compliance with all export control regulations- ITAR
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customers in anticipation of customers' needs
• Supports in establishing and reporting Customer Metrics- Customer Complaints / Spares Backlog
• Researches technical specifications with other departments to aid in determining correct part and monitors sales fulfillment and delivery.
• Determines, develops, and directs warranty service repair/exchange and overhaul and purchase orders (P.O.) with service centers
• Oversees all work orders associated with warranty repair/exchange and overhaul & repair orders
• Collaborates with production, warehouse and shipping, or common carrier personnel to expedite or trace missing or delayed shipments
• Coordinates all warranty claims with other departments
• Completes customer requested tasks in a timely manner.
• Interface with departments as required in satisfying customer requirements to include but is not limited to, procurement, engineering, finance and production.
• Processes and makes adjustments to database for returned goods, credits, etc.
• Represent MD Helicopters with the highest levels of integrity, accountability and responsiveness.
• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

None