Coordinator, Customer Support Account

The Customer Support Account Coordinator is a customer-facing role that provides dedicated support to customers on a 24/7 basis.

Job Purpose This role supports customers by providing them with dedicated support which meets HACI CS mission statement of “keep our customers flying safely and economically”.

Key Accountabilities

• Conducts planned and unplanned post-delivery customer visits, communications, and facilitates resolution of technical and customer satisfaction issues.
• Conduct root cause and/or trend analyses for service or component failures and recommend corrective action plans as applicable.
• Monitor day-to-day customer support requests from Client to Provider, including developing escalation workflows to align expectations.
• Monitor KPIs such as dispatch reliability, aircraft availability, on-time performance, and claims processing times.

Qualifications, Experience, and Skills

• Minimum Educational Qualifications: Bachelor’s Degree or A&P license.
• Minimum Experience: 2 years experience
• Other Job-Specific Skills: Familiar with SAP, Salesforce, Project Management, Aircraft systems, Federal Aviation Regulations

Decisions Expected

• Influence expedited shipment of parts to ensure customer’s aircraft are returned to service.
• Influence HACI internal teams and Service Centers to provide the highest level of customer service.
• Facilitate resolution of any issues with respect to processing of warranty or Flight Ready service plan claims.