Job Description

About the Role This is a 15 month contract role. The In Service Customer Coordinator assists and supports In Service Account Managers, Contracts Team, Repair, and Logistics teams in the coordination of Service Events to ensure uninterrupted support to our global customer base. The In Service Customer Coordinator is highly developed and an experienced support individual contributor. The individual is also responsible for creating and updating ERP entries, filing (hard or soft copy), status reports/tracking, preparation of documents, spreadsheets, reports, and formal customer document delivery submissions as required. May perform some research or data analysis tasks. May schedule and coordinate meetings or other events.
Primary Responsibilities

• Assist and support the In Service Account Manager in day to day management of Service Event execution
• Manage the Service Events for a customer for a manufactured product (on-site or at a service provider) from triage, RMA or Service Order through to return to service
• Ensure customer satisfaction by responding to support requirements and requests in a timely manner
• Communicate with customers regarding repair, upgrade and warranty policies, status, funding, and delivery
• Update, maintain ERP systems for sessions related to Service Event execution, ensuring data integrity
• Organize and maintain Customer documentation including profile, shipping documentation, POs, Trade Compliance and FDA paperwork, and other documents as required
• Monitor and support the Service Event throughout the lifecycle, reacting as required, including creating quotations, processing POs, and request invoicing as per PO / contract in ERP and processing the shipment
• Support program meetings including meeting documentation, status reports and tracking of action items
• Identify areas for Process improvement and assist in the development of process aids, training documents
• Participate in special projects as required
• Some travel may be required to support customer reviews and meetings

• Able to work autonomously, as well as an effective team member
• Excellent interpersonal skills with an ability to handle multiple tasks and effectively balance priorities
• Able to demonstrate a proactive organized approach and ability to work within a schedule effectively
• Good communication and problem solving skills
• Ability to deal directly with internal and external customers
• Experience with Microsoft Office tools with emphasis on Word, Excel and PowerPoint
• Knowledge in formal documentation formatting, filing and tracking techniques
• Provide off hour support on a scheduled basis.

• Requires highly developed job knowledge and skills
• Requires post-Secondary / Associates Degree with a minimum of 4 years of prior related experience.
• Prior experience in Service Event / Account coordination and / or Customer Service
• ERP / Manufacturing / Engineering system process experience and / or technical background an asset.
• Understanding of Aerospace / Military maintenance planning or contracts is an asset
• Experience with FDA, Trade Compliance with knowledge in ITAR and controlled goods is an asset
• Multilingual capabilities are an asset