SC Customer Coordinator (FAR) in GAC Farnborough

Unique Skills

Preferred: Experience in project management while interfacing with customers.

Education And Experience Requirements

Previous experience in customer focused orientation.

Position Purpose

The Service Centre Customer Coordinator provides customer/administrative support to all aircraft inputs. This includes responsibility to ensure that all the pre-planning issues for the aircraft are achieved, the customer's expectations are surpassed and invoicing and payment needs are addressed.

Job Description

Principle Duties and Responsibilities

Essential Functions

• Promoting and ensuring that any maintenance related issues are logged, in order to provide all personnel with any actual or potential constraints with regards to any aircraft and/or component work in progress.
• Promoting and attending pre-input meetings with customers and/or their representatives to discuss scheduled maintenance inputs and the progress of existing aircraft maintenance work inputs.
• Promoting and attending aircraft post maintenance efficiency meetings, in order to establish where we can improve upon profit and loss, our current policies and practices and actively promoting any required. follow up action points.
• Obtaining a signed work authorisation for all aircraft inputs.
• Proactively addressing constraint issues, relevant to the position holder, in order to resolve the issue prior to the aircraft input date.
• Performing a preliminary credit check involving the Credit Control Assistant if necessary.
• Review and validate all aircraft maintenance quotes/proposals to determine aircraft parts availability, cost pricing and margin are correct and achieved.
• Route and manage the work change request process to ensure that an accurate work scope is identified.
• Analyse work scope versus the aircraft down time scheduling and liaise with the Service Team Manager (STM) to identify any issues.
• Communicate all material and outside services support concerns to the STM.
• Coordination of customer’s maintenance related requirements in consultation with the STM, for all service centre maintenance inputs, to ensure competitive down times, labour efficiency and the efficient and effective use of company resources, work methods and procedures, in order to meet agreed aircraft schedules and deadlines.
• Schedule and chair aircraft pre-arrival meetings, as well as communicate all issues pending and assign specific duties.
• Coordinating warranty and Extended Gulfstream Maintenance Plan work approvals.
• Meet unscheduled line maintenance aircraft upon arrival with the relevant STM and take responsibility for the administration requirements associated with the input.
• Meet scheduled base maintenance aircraft and arrange an initial meeting between the customer and the scheduled maintenance STM responsible for the overall control of the maintenance input.
• Coordinate with the STM to plan the initial milestones for the maintenance input and updates throughout the input.
• Coordinate up front reservations at suppliers for material modifications or exchanges.
• Generate pre-induction, mid-point and final work invoices to present to the customer.
• Ensuring, in consultation with the STM and Financial Accounts Manager that any required. progress payments are made.
• Conducting the after departure follow up and/or Customer Survey with the customer to receive feedback on the maintenance input visit.
• Generate review with the STM and finalise the customer’s invoice post departure.