Coordinator, Customer Service Maintenance

Description

Job Purpose

Honda Customer Service Maintenance Coordinator is responsible for a variety of duties that contribute towards the overall success of the Maintenance, Repair and Overhaul facility (MRO) and focus on consistently providing excellent customer service. The Maintenance Coordinator often serves as the face of Honda MRO while interacting with customers and coworkers in a professional, friendly and courteous manner. Maintenance Coordinators will ensure MRO services are promptly and correctly handled in accordance with Honda’s MRO procedures. Although customer service is a top priority, a large number of the Maintenance Coordinator’s daily tasks involve using a computer and require a high level of concentration to ensure accuracy in busy settings.

Key Accountabilities

• Collaborate, cooperate and work closely with all customers, and coworkers to ensure customer service needs are met. This includes ensuring an efficient and accurate transfer of information between customers and the MRO.
• Increase customer satisfaction by understanding and promptly addressing customers' needs, which may include identifying and offering additional Honda Aircraft Company services.
• Respond to customer, and team member, questions/concerns in an efficient and effective manner.
• Manage and update a working schedule for the Customer Service Center MRO capacity and available resources.
• Assemble aircraft work packages and component work orders based on customer-requested tasks, including identifying all required parts, equipment, services, and documentation needed to perform the maintenance.
• Provide customers with accurate cost and time estimates for requested work.
• Assist Customers with any additional needs during their maintenance visit.
• Maintain a working knowledge of Honda Aircraft Company facilities, services, website, surrounding areas, and other information commonly requested by Honda’s customers and other visitors.
• May be required to assist with MRO maintenance, inspections or troubleshooting when needed.
• Exhibit a positive attitude, consideration and courtesy to everyone at all times.
• Understand, comply with and enforce all security (physical, cyber and data) protocols as dictated by Honda Aircraft Company and the airport.
• Perform other duties as instructed by the Operational Manager.

Qualifications, Experience, and Skills

• High School degree or equivalent required.
• Five years of corporate aviation maintenance experience within a Part 145 Repair Station environment is preferred.
• A&P Certification required in accordance with 14 CFR Part 65.
• Minimum of 5 years of experience working on the HA-420 aircraft or related experience.
• Minimum of 3 years of customer service or related experience.
• Current passport and driver’s license or ability to obtain both.
• Excellent oral and written communication skills.
• Experience working with maintenance software (i.e. Quantum, Corridor, and/or SAP) and Microsoft Office Applications (Word, Excel, PowerPoint, Team Center and Lotus Notes). Strong emphasis on creating spreadsheets, quotes, estimates, customer letters, databases, and reports.
• Excellent customer service skills required. Strong experience creating a positive outcome to challenging situations.
• Ability to work under pressure, including time constraints and challenging situations. Remains calm and professional under pressure. High degree of flexibility.
• Strong attention to detail and accuracy.
• Thorough knowledge and understanding of maintenance requirements and inspection procedures and practices.
• Thorough working knowledge of aircraft and maintenance processes and procedures.

Working Conditions

• Incumbents may be routinely exposed to equipment operational noise, heat-cold-dust, and/or aircraft equipment, parts, or fuel odors.
• Incumbents may be required to stand, sit, squat, walk, bend, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties.
• Work safely and professionally while adhering to all regulatory requirements (FAA, OSHA, DOT, EPA, State, and Federal regulations, etc.).
• Read, hear, speak, and see with no restrictions, as required by job duties.
• Comprehend and adhere to management directions and/or safety instructions with no restrictions.
• Effectively communicate in the Business English language.
• Pull, push, carry, lift, or move items up to 10 lbs. throughout the work shift without assistance, as required by job duties.