In-Service Customer Coordinator

This is a fully remote position, open to applicants in Florida.

📋 Description

• Handle and process customer interactions via telephone, internet, and written correspondence

• Enter and sustain customer profile records in the database

• Create and manage status reports

• Serve as a liaison for customers

• Maintain awareness of company products and customer service protocols

• Provide administrative support to the team, offering functional leadership and coaching/mentoring for ISAC employees

• Support individual development plans and facilitate In-Service technical skills training

• Oversee customer repair events from initial assessment through return to service

• Address customer support inquiries promptly

• Communicate policies regarding repairs, upgrades, and warranties

• Monitor and track customer repair activities from start to finish

• Coordinate repairs at International Service Centers, Factory, and Field Repairs

• Manage Returned Material Authorizations, Sales and Service orders, Service Work Orders, and Purchase Orders

• Review customer documentation and gather any missing information

• Provide quotes to customers based on Service Provider estimates

• Determine repair priorities to assist in scheduling

• Participate in Service Center coordination meetings

• Aid in processing incoming parts and their allocation to inventory or active repairs

• Suggest process enhancements and resolve complex tasks

• Support both internal and external meetings

• Organize shipping activities in accordance with state, federal, global, and import/export regulations

• Perform additional duties as assigned

⛳️ Requirements

• High School Diploma or equivalent with at least 8 years of relevant experience, or a 2-year post-Secondary/Associates Degree with a minimum of 4 years of applicable experience

• Capability to obtain a US Secret security clearance

• Ability to acquire and maintain a US Passport for travel up to 10% (domestic and/or international)

• Over 4 years of experience in Customer Administration or Repair Management

• More than 2 years of experience working with international clients

• At least 2 years of experience in export and customs compliance, with knowledge of ITAR and controlled goods

• Excellent written and verbal communication abilities

• Competent in presentation skills

• Ability to prioritize and manage multiple projects effectively

• Strong attention to detail and exceptional organizational skills

• Capacity to thrive in a fast-paced customer-focused environment

• Quick learner of new software, systems, and processes

• Proficient in collecting data to create detailed cost quotations

• Ability to participate effectively within a self-directed work team

• Skilled in organizing and coordinating formal meetings, including documenting action items

• Familiarity with the Aerospace / High Tech industry is a plus

🏝️ Benefits

• 9/80 schedule allowing for every other Friday off

• Health insurance coverage

• Disability insurance

• 401(k) matching program

• Flexible spending accounts

• Employee Assistance Program (EAP)

• Educational assistance

• Parental leave benefits

• Paid time off

• Company-paid holidays