Customer Service Coordinator

Customer Service Coordinator

Title: Customer Service Coordinator
Location: CA-Ontario-Burlington
Other Locations:


L-3 WESCAM is a rapidly growing company providing systems that capture stabilized, high-magnification images from fixed-wing, rotary-wing, UAV, aerostat and ground based platforms. From low-altitude tactical missions to long-range covert surveillance missions, images are transmitted in real-time to fixed and mobile receive locations for immediate interpretation. WESCAM's MX-Series of Electro-optic and Infrared (EO/IR), laser, surveillance and targeting systems provide unparalleled image stability and long-range detection capability to Defense/Military, Homeland Security, Search and Rescue and Airborne law enforcement agencies worldwide. Our dominance of the airborne platform space has positioned us for explosive and game changing growth into ground-based markets.

Wescam offers a challenging and dynamic work environment. Work with leading-edge technology and tools, alongside of some of the best thought leaders in our industry, in an environment that values work/life balance. Benefits include every 2ndFriday off with pay (9/80 work schedule) in addition to regular vacation and public holidays, free on-site gym, free fruit, free bagels on the last day of the week, and much more. Most of all, Wescam is working towards a noble cause. Our work has a direct link to saving people's lives and safeguarding freedom around the world. We truly do make a difference in our work and in the world!
For more information, please check us out at:http://www.wescam.com

ACCOUNTABILITIES:

The Customer Support Coordinator (CSC) is the primary customer interface for the management and coordination of customer and WESCAM (Training, Loaner, and Sales & Marketing assets), and owns the repair activities.

The CSC is accountable to plan, manage and coordinate the end to end activities of the repair administration process, to ensure successful completion and or return of the customer's product.

Communicate effectively and clearly, on a regular and appropriate basis the status of the of repair actions/activities to the customer and the organization, to ensure the customer and company is confident that the commitments made will be completed. In the event these commitments cannot be met the CSC will manage the customer and organizations, expectations ensuring that CSG is taking appropriate actions to ensure their expectations are being met.

The Customer Support Coordinator will identify and execute strategies to resolve issues both internal and external to ensure timely and effective customer and product support and customer satisfaction.

Direct interaction with customers and is responsible to ensure the customer clearly understands what actions will be taken as applicable, to effect the repair actions to bring the product back to a serviceable condition through the following methods:
* Return of the product to a Wescam Service Centre
* The coordination a field repair technician to be at the designated customers site
* Coordinate the customer's intentions, inquiries and communicate them to the WSC (Including Burlington), and FSR to ensure the committed repair actions are completed.
* Coordinate the organizations intentions, inquiries and communicate them to the customer to ensure the committed repair actions are completed.
* Responsible to initiate, revise and ensure completion, of all the administrative repair data/information and ensure its integrity is maintained for daily and future analysis.

TASKS TO BE ACCOMPLISHED:

* Interface through multiple environments (telephone, email, FAX, letter), customer requests for support which includes initial screening of customer concerns/basic troubleshooting and redirection if required.
* Ensure customer satisfaction by responding to support requirements/requests.
* Act as the primary focal point for all customer facing repair and on-site support activities.
* Coordinate Customer requests for support and issue Return Material Authorizations (RMA's).
* Generate Work Orders and purchase requisitions as required.
* Manage - repair activity which includes: Factory, Field (On-site repairs and technical assistance) and Global WESCAM Support Centres (WSC's).
* Assist in the management and coordination of all aspects of program execution including cost schedule and performance of small to mid size military or government or commercial programs including upgrades, retrofits, ILS repairs and repair on demand programs for equipment currently delivered to customers.
* Support Program Managers in day to day management of upgrade and repair programs.
* Manage repair/support programs with the support of the program management team.
* Support program meetings including meeting documentation, Technical Progress Reviews with customers and tracking of action items.
* Required to manage and report on transactions in government property systems (CAV, AMMIS, iSupplier, EXOSTAR and other supplier managed systems), also required to support scheduled asset audits.
* Track repair progress and provide status to customers (weekly minimum).
* Manage inbound and outbound shipping and associated documentation - Must understand DSP licenses, Canadian Export Permits, DD-1149 (Asset Tracking), FM-2877 (FDA compliance), Government Bill of lading (GBL), Carnets and Temporary Imports (TIB's), Duty Free certificates (EU).
* Create, update and present customer specific reports on a weekly/monthly basis.
* Using multiple sources and information, prepare, price and present to external customers, complex repair/support quotations.
* Coordinate repair activities with Technical Support Specialists (TSS/FSR's) field personnel and customer/internal requests.
* Coordinate the generation of new customer credit applications and coordinate approval through finance.
* Provide and maintain reporting of TSS/FSR field activities.
* Provide weekly reporting on WSC repair activities including weekly financials.
* Ensure all repair data is complete and accurate in the repair management systems.
* Manage and coordinate compliance requirements to support adherence to FDA safety legislation.
* Responsible to manage and track approximately 3000 plus (and growing), global repair and support activities per year.
* Support of 24/7/365 after hours support.
* Some travel required.

SKILLS REQUIRED:

* Minimum five years Customer Service experience.
* Minimum three years experience in a direct customer management role.
* Excellent negotiation and customer service skills.
* Excellent oral and written communications skills.
* Strong organizational skills.
* Strong PC applications skills (MS Office Suite).
* Strong Computer skills using large relational database systems.
* Experience in a sales/bids and proposal environment with the ability to provide complex quotations.
* Knowledge in formal documentation formatting, filing and tracking techniques
* Ability to organize and coordinate formal meetings - including the recording of action items
* Experience within the Aerospace / High Tech industry preferably in a MRO (DOT/FAA Maintenance Repair Organization/Support environment).
* Experience with export and customs compliance with knowledge in ITAR and controlled goods.
* Ability to manage multiple projects and activities in demanding, high pressure environment.
* Second Language an asset but not required.
* Ability to handle challenging customer issues in a calm and pleasant manner, strong customer management skills.
* Ability to work in a diverse environment across multiple organizations to complete targets.
* Understand schematic drawings and Bill of materials.


EXPERIENCE & EDUCATION REQUIREMENTS:

* Post Secondary Degree/Diploma in Business Administration or equivalent work experience.
* Ideally 3-5 years experience in a direct customer management role.
* 3 Years Customer Service environments.
* Second Language an asset but not required