Customer Service Account Admin ; SSO Division Ogden, UT

Customer Service Account Admin I (SSO Division
- Location:

Ogden, UT)

Administers warranty and maintenance agreements for customer service accounts to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of major and/or multiple customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing, discounts, and ensures compliance with warranty or maintenance agreements.

• Administers and/or provides oversight for specialized and/or major customer accounts of diverse scope and complexity in response to parts returned for service or replacement. Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs.
• Provides mutually acceptable solutions to customer problems that impact cost or schedule. Negotiates complex requirements across multiple customers, products, and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May re-prioritize repair schedules to meet customer commitments.
• Investigates and resolves claims or complaints by collecting and analyzing information. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.
• Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case‑by‑case basis. Determines the need for amendments or extensions to warranty or service agreements. Determines when customer‑requested changes are out‑of‑scope. May confer with management regarding customer credits and precedent‑setting decisions.
• Recommends actions by analyzing and interpreting records of present and past operations, trends, and costs. Analyzes proposed changes in methods and/or procedures. May provide input to customer service engineering regarding maintenance or return trends and perform other specialized assignments.
• Acts as the point of contact with the customer on assigned accounts. Coordinates customer visits, presentations, and/or audits. Maintains successful, long‑term business relationships and contacts with high‑level customer procurement employees. May have responsibility to coordinate and ensure coverage for aircraft‑on‑Ground/critical priority service.
• Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes within the division and/or with corporate and customer involvement. Recommends actions by analyzing and interpreting data and making comparative analyses. Analyzes proposed changes in methods.
• Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).
• Ensures compliance with federal, state, and aerospace industry regulations (e.g., FAA); ensures adherence to requirements and advises management on needed actions.
• May provide leadership to others in customer support, a related function, or a business team. Acts as prime contact on high‑level projects. Establishes goals and objectives required to complete projects. Trains and mentors less experienced employees.
• Serves as a functional subject expert and resource. Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include cross‑functional or project team responsibilities (e.g., continuous improvement).

• Bachelor’s degree (BA) in Business Administration and experience which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through 6+ years of related experience in technical product support or contract administration.
• Thorough knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and…