Aftermarket Customer Service Specialist

Ametek, Inc.•Riverside Township, KS

About The Position

The Aftermarket Customer Service Specialist will be the first point of customer contact for the repair center business and must have effective skills to service and manage multiple customers simultaneously. In addition, this position will be responsible for creating and maintaining appropriate metrics needed to optimize on-time delivery and satisfy customer support needs. Candidate must have a high attention to detail, excellent communication skills, insights into operational flow and be a self-starter to work in a fast-paced flexible manufacturing environment. Strong computer skills and effective problem solving/decision making skills are required. This position reports directly to the Aftermarket Sales Manager.

Requirements

Bachelor’s degree in business field is preferred. Associate’s degree in business field is required or equivalent combination of training and experience
Prior Repair Service Center experience required and Customer Service experience within the Aerospace industry preferred
Excellent verbal communications skills with ability to communicate verbally in one-on-one or group situations with customers, co-workers and management
Ability to interact in a positive and professional manner and to develop and maintain strong working relationships with customers, co-workers and management; the ability to respond promptly to needs and requests for service and assistance; and ability to meet commitments
Ability to make good decisions, including exhibiting sound and accurate judgment; supporting and explaining reasoning to decisions; including the appropriate people in decision-making process; making timely decisions; and identifying when issues should be escalated to business unit manager
Strong attention to detail and focus on quality and accuracy
Ability to prioritize and plan work activities; use time efficiently; and work with deadlines without being prompted and without excess supervision
Excellent computer skills using Outlook and Microsoft Office Suite and EXCEL skills
Ability to learn Oracle MRP system for order tracking and material management

Nice To Haves

Prior Repair Service Center experience required and Customer Service experience within the Aerospace industry preferred
Bachelor’s degree in business field is preferred

Responsibilities

Provide all repair center customer communications via telephone or e-mail, as applicable, to assure customer satisfaction and maintain customer status awareness
Pricing, quoting, purchase order review and order entry
Coordinating with receiving and providing delivery commitments
Resolving customer issues and expediting repairs
Offering expedite options as well as other means to meet customer’s support needs
Interface with Operations to assure customer expectations for TAT and repair support are achieved in concert with shipping goals and service growth initiatives
Establish and maintain processes to manage customer awareness and track repair center performance in conjunction with Operations
Regularly communicate with Aftermarket Sales Manager for new repair customer development
Create and communicate new ideas for growth of Service Center with Aftermarket Sales Manager
Develop new customers with direct verbal communication to fully support their needs with the full range of AMETEK support capabilities