Textron

Cust Support Solutions - Melbourne

East Melbourne, 3002, Melbourne, Victoria

Full time

Posted 16/04/2025
Closed 30/04/2025

Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success. Description Job Summary: The Customer Support Solutions will be detail oriented and analytical, will work as a part of the Customer Support team on all escalated and priority customer support matters. They interact with each functional group within aftermarket and customer service to ensure the Customer is receiving excellent service. Job Responsibilities Responsible for priority items and escalated matters within the customer support space including providing alternate part number options, IPC research related matters, lost shipment, shipment errors, and part invoice disputes, among other escalated items.Receives customer inquiries through multiline calls and emails and responds in a timely and accurate way.Collaborate with various functional areas to troubleshoot any issues and support each event with escalated priority and complexity in mind.Collect and report metrics to leadership along with identified measures to address trends.Customer metricsPart statusService and technical issuesUse of technical knowledge will be used to assist customers with complex problem.Responsible for the authorization of return of goods.Must be able to make the determination whether to absorb cost of new part versus exchange part to ship to AOG customer.Properly identify AOG event and prioritize to ensure customer issue is resolved.Provide issue resolutions regarding critical parts, technical items, or service challenge for each AOG event using technical expertise and own discretion.Must be able to provide recommendations to complex issues with minimum direction.Represents the Customer Support space in providing thorough support with utmost professionalism.Log information into SalesForce in an accurate and timely manner.Generate reports from SalesForce and PowerBI to present out to leadership with recommendations as needed.Support Textron Aviation Parts and Distribution (TAPD) organization and any specific projects or objectives. Qualifications Qualifications: Must be confident working independently without daily supervisionAbility to anticipate customer's needsDemonstrate dedication in meeting the expectations and requirements of internal and external customersExcellent written and verbal communication skillsGood computer skills with basic Microsoft Suite experienceExcellent customer service skills Recruiting Company: Textron Aviation Primary Location: Australia-Melbourne Other Locations: Australia Job Function: Flight Operations Schedule: Full-time Job Level: Individual Contributor Job Type: Standard Shift: First Shift Job Posting: 03/13/2025, 12:00:31 PM Job Number: 331013

9 job(s) found from Textron

Categorised by job sector

Construction
Healthcare
Hospitality
Education
Accounting
Administration
Advertising, arts and media
Banking and finance
Call centre and customer services
CEO & general management
Community services & development
Consulting
Design & architecture
Engineering
Farming
Government & defence
Recruitment
Information & communication
Insurance & superannuation
Legal
Manufacturing
Marketing & communications
Mining
Real estate
Retail
Sales
Science & technology
Self employment
Sports
Early childhood education & care
Trades & services