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Aurora Flight Sciences Corporation Customer Support Manager in Manassas, Virginia

Customer Support Manager

Job Code2913

LocationManassas, VA

Apply Now (https://phg.tbe.taleo.net/phg01/ats/careers/v2/applyRequisition?org=AURORA&cws=37&rid=2913)

Job Brief

The Customer Support Manager is responsible to ensure our customers have a positive uniform customer experience and all aspects of the relationship are implemented and performing per contractual requirements.

Aurora Flight Sciences is a leader in the development and manufacturing of advanced unmanned systems and aerospace vehicles.

Aurora Flight Sciences is a leader in the development and manufacturing of advanced unmanned systems and aerospace vehicles. At the core of our company’s mission is a commitment to the science of autonomous flight; whether that means a fully autonomous drone, or a program that is breaking new ground in the interface between man and machine as it relates to flight.

The Customer Support Manager will be the primary point of contact within the Aurora’s customer service operating unit and will lead projects at multiple sites for a particular strategic customer(s). The Customer Support Manager is responsible to ensure our customers have a positive uniform customer experience and all aspects of the relationship are implemented and performing per contractual requirements.

Responsible for customer relationship and satisfaction – constant drive to ensure all aspects of the customer relationship is managed. The ideal candidate will maintain scheduling and communication with both internal and external customers, including Operations, Outsource Vendors/Fabricators, Engineering Team, and Customers. Responsible for assisting customers with technical questions, troubleshooting, warranty claims and sales of parts and service.

Primary Duties and Responsibilities:

  • Coordinate customer warranty and billable support needs across the Aurora Flight Sciences enterprise including AFS’ CONUS and OCONUS resources

  • Gather documentation for submittal packages and respond to customer questions

  • Maintain support schedules across the AFS enterprise

  • Provide responses to parts/service, warranty, and technical assistance requests professionally, promptly and accurately with complete information

  • Generate parts and/or service quotations and process warranty claims or customer purchase orders

  • Resolves product or service problems by clarifying customer concerns/complaints/needs and determining the cause/source of the problem

  • Identify the most efficient solution to solve the problem

  • Expediting corrections or adjustments personally or ensuring ownership is passed to best person to address

  • Following up to ensure resolution complete and internal and/or external customer is satisfied • Review and process warranty claims and returned parts

Required Qualifications:

  • Bachelors degree in Engineering, Technology, or Aviation Management

  • Six months of aviation/aircraft customer service experience or equivalent is required

  • Strong communication skills (verbal and written) and understanding of cultural sensitivities

  • Excellent problem-solving and technical skills

  • Able to work with a variety of personalities and maintain composure under stressful conditions

  • Able to effectively locate, communicate, and document information

  • Computer Skills: MS Office suite, FRACAS • Able to learn Manufacturing/ERP system, and CAD Viewing programs

Physical Requirements

  • Visual acuity and physical dexterity necessary to fulfill the role.

Aurora Company Overview:

Aurora Flight Sciences, a Boeing Company, is a leader in the development and manufacturing of advanced unmanned systems and aerospace vehicles. Our mission is to apply autonomy and robotics to the development, production, and operation of advanced aircraft. During the last three decades, Aurora has designed, rapid-prototyped, and flown an average of one new vehicle a year for both government and commercial customers. Now, as an independent subsidiary of Boeing, Aurora’s innovation is combined with Boeing’s size and strength, creating an unprecedented opportunity to shape the future of aerospace systems.

Aurora Flight Sciences, A Boeing Company, is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

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