Job Information
Ward Leonard CT LLC, A Fairbanks Morse Defense Co. WL - Component Support Specialist - 895 in Thomaston, Connecticut
DESCRIPTION/RESPONSIBILITIES: Summary Working closely with our Government and Commercial customers, this role will develop quotes for replacement parts and lead customer communications throughout delivery execution. We are placing key emphasis on providing our customers with rapid responses, expert advice, and delivery performance to maintain the highest level of equipment reliability. This role is central to the success and growth of our business and is an integral part of the sales and support team.
The role requires the ability to support multiple assigned customer accounts and coordinate a cross-functional team to rapidly respond from initial customer inquiry through delivery of parts and repairs. It requires the individual to develop and maintain a broad knowledge WL and systems. A critical aspect of this role is to identify and implement process improvements for the entire team.
Principle Duties and Responsibilities * Rapidly respond and follow up on customers' inquiries for component and/or repair quotations, pricing justifications, documentation, and delivery status. * Coordinate cross-functional collaboration as required (Engineering, Finance, Purchasing, Operations, Quality) to provide customers with a timely quotation. * Ensure adequate flow down on booked orders to cross functional teams (Engineering, Finance, Purchasing, Operations, Quality) as required for order execution. * Work closely with Business Segment Directors and Customer Service Manager to proactively plan to improve quotation and delivery lead-times. * Manage the Return Materials Authorization (RMA) process. * Work with AM Sales team to actively follow up on open quotes to win business. * Facilitate customer engagement to support business change requirements or notices. * Support implementing of lean initiatives to improve process efficiencies. * Support growth and development of new Team Members. * Maintain up-to-date customer information within Salesforce and ERP systems. * Take a lead role in enhancing our customers' experience including collaboration on future demands and onsite visits.
This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Fairbanks Morse Defense.
Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity