Customer Service Support

Purpose of Position

Provide general administrative support to Customer Service group and customers.

• Incorporate the principles of Frasca’s Mission, Vision, and Values into all aspects of performing job duties.
• Promote progress by integrating company policy and using initiative to recommend change.
• Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Safety & Training Coordinator.
• Comply with all quality policies and procedures. Report quality deficiencies.
• Communicate with customers and other departments.

• Process, track, and close Discrepancy Reports (DRs) using our internal tracking program (JIRA).
• Coordinate with Project Managers and department managers to verify scope of DR and determine if quotation needs generated.
• Communicate with engineering departments to acquire engineering labor estimates and ETA.
• Communicate with customer about quotation, and set-up terms for payment.
• Process software updates and follow-up with customer to ensure installation and product satisfaction.
• Coordinate with Accounting to complete customer invoice.
• Confer with customers by telephone or in person to provide information about products and parts, to take or enter orders, or to obtain details of complaints.
• Maintain inventory control of customer service stock.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in service related databases.
• Communicate with customers regarding product support questions and orders.
• Coordinate with accounting on customer service invoices for parts and service.
• Assist with customer follow-up activities.
• Assist with general Customer Services duties as needed.
• Other duties as assigned.

HS Diploma/GED-Associate’s degree from college/tech school (2 yr)

Less than 1 year-5+ years of experience.

• Master and continue to perform essential functions of customer service support role.
• Provide customers with troubleshooting via telephone or email.
• Assist with customer orders.
• Assist in factory and final acceptance with customer personnel.
• Maintain up-to-date customer files in database.
• Assist with quality verification and testing on products.
• Assist with project installations, upgrades, or maintenance.

Work setting:

• Well-lighted, heated and/or air/conditioned indoor office setting with adequate ventilation

Exposure:

• 75%—Working on keyboard

Physical Activity:

• Sedentary, non-strenuous daily activities of an administrative nature

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, work with fingers, perceives attributes of objects/materials

Vision Requirements:

• No special vision requirements

Flight Safety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Any offer of employment is contingent upon successful completion of required compliance reviews, including verification that the candidate is not prohibited from employment under U.S. economic sanctions programs administered by the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC).

This position may require access to export-controlled technology or services subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Employment consideration and any offer of employment are contingent upon the applicant’s ability to comply with these requirements, including qualifying as a “U.S. Person” under applicable regulations or otherwise eligible for export authorization within a timeframe consistent with business needs.

A “U.S. Person” includes U.S. citizens, lawful permanent residents (holders of approved and unexpired green cards), and certain refugees or asylees with protected status under U.S. law.

This position may also require eligibility to obtain and maintain a U.S. Government security clearance for the duration of employment.

Nearest Major Market: Champaign

Nearest Secondary Market: Urbana