Job Abstract

Position Purpose:

The Service Center Coordinator (SCC) interfaces directly with the customer serving as an advocate, information source and representative for the service center visit. The SCC coordinates and co-manages the project and the customer experience from contract (proposal) signing through post-delivery. The SCC is responsible for daily follow up with the customer to ensure all customer needs are addressed.

Principle Duties and Responsibilities:

Essential Functions:

1. Maintains direct contact with customers (internal and external) coordinating, informing, planning, scheduling and providing status briefs throughout the project.
2. Provides the customer and Gulfstream management with formal, continuous communication for each assigned project ensuring positive customer experience.
3. Responsible for accurate work order/invoice management and consistent/appropriate application of corporate credit/progress payment policy; throughout entire service visit. Leads the reporting and forecasting in conjunction with Finance to ensure accurate project financials.
4. “Plans visit” to ensure parts, engineering drawings, CMP packages, Back Shop support, etc. are ready for project scope.
5. Ensures full compliance with proposal to identify opportunities and assure target profit margins.
6. Responsible for contract proposal changes through the work change request (WCR) process in order to accurately project and capture schedule and revenue/cost impact.
7. Gathers any/all final phase exception documents to ensure that outstanding work owed is planned and executed.
8. Coordinates effort with Gulfstream program office to help facilitate the implementation of fleet retrofit programs.
9. Provides requests for vendor services, continuously monitors and communicates material charges to ensure proper/accurate posting definition.
10. Facilitates and negotiates all ongoing warranty considerations both internally and externally; issues credits as required.
11. Responsible for ensuring all vendor service agreement claims are filed.
12. Runs query report to ensure materials not used are returned to stock, and assists STM to ensure cores are returned within 24 hours from receipt of replacement units.
13. Responsible for post departure customer experience, including but not limited to feedback, project assurance, invoice management, vendor management and associated delivery reports.

Additional Functions:

1. Must be willing to support service center, and customer, during and after normal working hours. .

Perform other duties as assigned.

Other Requirements:

1. An A&P license with (4) years of experience may offset the Bachelor's degree.
2. Must be computer literate and use necessary software (Microsoft Word & Excel required; Project is preferred).
3. Must have demonstrated leadership ability.
4. Must be able to read, write, speak, and understand the English language.