Customer Care Field Service Representative

What are your contributions to the team?

• Assume the role of the Bombardier Business Aircraft ambassador & focal in all facets of the aircraft operation with the Customer. Take on ownership of issues or potential issues and ensure the resolution reached is to the satisfaction of the customer.
• Assist in resolution of contractual or business practice dispute issues between the customer and Bombardier.
• Provide support and interact with all levels of the customers organization and preferred service facility, including but not limited to Owners, CEO/COO’s, VPs, Directors, Aviation advisors, Crew, PA’s, and various levels of related operational staff.
• Provide and maintain as required, factual, concise and valuable reports to both customers and Bombardier internal departments on an as required basis in relation to customer concerns, updates, resolution recommendations and actions regarding customer concerns.
• Set priorities and effectively escalate concerns within the customers organization and within Bombardier.
• Work with the legal department regarding possible company liability concerns. 
• Propose for management approval, reasonable goodwill concession decisions in accordance with defined financial policies.
• Assist customers and Bombardier in the determination and processing of warranty claims.
• Be responsible for complying with designated report requirements.
• Represent the voice of the Customer within Bombardier.
• Monitor “Customer Satisfaction” and encourage prompt action and resolution by responsible departments on all customer issues (Finance, Warranty, Parts Logistics, Authorized or Factory-owned service facilities, Publications, Technical Services and Training).
• Work hand-in-hand with the local Field Service Representatives and maintain regular contact with the Customer and members of the internal Bombardier customer-focused team to ensure the operators' concerns are continually addressed by the organization.
• Provide support for escalated issues and work with the functional groups to strategize solutions for issue resolution.
• Investigate issues thoroughly and maintain a global overview of the entire customer experience.
• Facilitate communication with all facets of the Customer’s organization (including Owners).
• Manage internal stakeholders and coordinate responses to customer queries from appropriate line or senior.
• Manage within Bombardier to ensure the Customer’s expectations are met.
• Draft response letters for Bombardier's Management (all levels) as required.
• Conduct ad hoc customer visits in a proactive manner to develop strong relationships.
• Occasionally work from an Aircraft hangar and ramp in all weather.
• Occasionally be required to assist on board customer aircraft.
• Be available for on call support 24 hours a day, 7 days a week.
   

How to thrive in this role?

• You have a bachelor’s degree in an Aviation Maintenance related field or Business management Field of Study.
• You have the ability to administer superior customer management skills.
• You have the ability to demonstrate a strong sense of financial acumen and have developed strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of customer issues. 
• You have the maturity to operate independently and without close supervision for extended periods of time.
• You are computer literate and at ease with computer systems current information / data processing technologies such as MS Office applications and Outlook, previous experience with SAP an asset.
• You have basic knowledge of internal workings/departments within Bombardier and thorough knowledge of departmental processes.
• You have the ability to influence internal Bombardier functional teams as well as demonstrate strong negotiation and conflict resolution skills.
• You have the interpersonal skills necessary to work effectively with a variety of individuals, departments and organizations, including adequate verbal and written communication skills.
• You have basic negotiation skills.
• You have five (5) to ten (10) years of direct external customer service.
• You have five (5) to ten (10) years of previous aviation experience.