Sr. Customer Service Representative

Sr. Customer Service Representative – VSE Aviation

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The Senior Customer Service Representative is responsible for providing advanced technical support to customers with quality service based on civil aviation articles in accordance with the current technical data provided in the manufacturers’ Instructions for Continued Airworthiness, Services Bulletins, service letters, Airworthiness Directives, government and industry standard practices, and other data acceptable to or approved by the FAA.

• Provide expert-level technical support to customers, addressing complex inquiries, troubleshooting intricate issues, and ensuring timely and effective problem resolution.
• Build and maintain strong relationships with key customers, understanding their unique technical requirements, and ensuring their needs are met or exceeded.
• Collaborate with sales and account management teams to address technical aspects of customer accounts and identify opportunities for upselling or cross‑selling.
• Develop and maintain comprehensive documentation, including technical guides, troubleshooting procedures, and FAQs, to assist both customers and team members.
• Proactively identify opportunities to improve customer service processes, technical support workflows, and overall efficiency.
• Collaborate with cross‑functional teams to implement improvements and enhance the customer experience.
• Manage repairs of multiple units for customer accounts, generate work orders, quotations, RFQ submissions with suppliers, invoicing and finalise completed work orders daily.
• Translate technical data from shop reports into quotations under the guidance of maintenance manuals.
• Respond promptly to customer inquiries and provide accurate, reliable information related to aviation products or services.
• Handle and resolve technical issues and concerns raised by customers via phone, e‑mail, or other communication channels.
• Develop and maintain a deep understanding of the company's aviation products, services and technical specifications.
• Multitask, handling a high volume of calls or e‑mails while prioritising repair orders.
• Problem‑solve, identify issues and implement the best solutions to meet customer expectations.
• Actively participate in process‑improvement initiatives as directed or assigned.
• Other duties as assigned.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Aviation and Aerospace Component Manufacturing