S&K Technologies, Inc. · 1 day ago
Customer Support Lead (MRO) S&K Aerospace
GA
Full-time
Remote
Senior Level, Lead/Staff
$64K/yr - $78K/yr
6+ years exp
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No H1B
Security Clearance Required
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Responsibilities
Oversee and manage a team of Customer Support Specialists designed to provide and maintain customer service and communication with foreign end users, Director Commercial Sales (DCS) customers, and United States Department of Defense (USDOD) personnel.
Monitor individual and department performance and provide instruction, as necessary, to ensure each team member follows company policies, adheres to established processes and procedures, operates within contractual obligations, strives to meet or surpass performance metrics, and carries out all assigned duties and responsibilities with the highest standard of quality.
Coordinate and manage various activities associated with customer service initiatives related to the sourcing of equipment and repair services using a comprehensive understanding of Logistics and Supply Chain Services and interdepartmental processes.
Manage conference logistical planning and presence and works with Vice President of Sales & Procurement to identify opportunities for new business and deliver those opportunities to Customer Support team members.
Review and evaluate department performance data to determine contractual compliance; identify and build upon areas of success; pinpoint areas of need and develop and implement strategies to strengthen those areas.
Serve as department representative in monthly senior management meetings, customer account out briefs, and various virtual or teleconference meetings.
Compile, research, organize, and analyze statistical data. Design charts, graphs, and diagrams to create slide show presentations to illustrate department metrics and objectives, customer portfolio status, or overall program performance.
Host customer program management reviews; prepare and present customer volume status reports; record minutes and action items; present minutes for review/approval; track progress and follow-up on action items.
Maintain strong customer relations through appropriate face to face, oral & written communications, initiate and maintain proactive communications with regional sales representatives or consultants, support personnel, and assigned customers.
Prepare quotations and proposals in support of new and follow-on business in accordance with company policy and procedures.
Receive customer purchase orders, review for acceptance/rejection the customer's contractual terms and conditions and negotiate minor changes in contracts, record in Quantum, and track customer orders through entire lifecycle from initial quoting to delivery and follow-on support.
Issue purchase requisitions to purchasing and coordinate purchases or subcontracts with Procurement department.
Provide customer service support, response and tracking for problem areas with respect to delivery, packaging, product conditions, customer returns or other terms and conditions.
Coordinate activities among internal company functions, including Sales, Finance, and Quality Assurance, to ensure customer interests are continually represented and balanced with company requirements.
Manage Company presence at tradeshows and events. Oversee related plans and logistics including maintaining the tradeshow display, overseeing related sponsorships, registration, premium items, pre- and post-event communications strategy, booth set-up and tear-down, travel, and shipping.
Measure, analyze, and make recommendations regarding the tradeshow program performance by using quality metrics and criteria to provide quarterly reports on impact of each show/event.
Develop the annual trade show program within budget and attend events as necessary, oversee and adhere to related budgets. Track expenses appropriately when coding related receipts.
Work in conjunction with customer support, conduct event and tradeshow campaigns to generate demand and leads. Identify employees to represent the company at events and seek opportunities at tradeshows and events to position team members for success as it relates to prospecting, sales, and member retention.
Research event attendees and report findings to management, customer support, and key staff on insights critical to staff success at tradeshow/events. Survey attendees where applicable. Identify new events where company presence has not been established.
Create, update, and maintain current department processes and procedures in support of ISO certification and Quality Management System.
Provide daily direction and guidance to Customer Service Representatives for execution of duties to ensure contract standards are maintained.
Recruit, interview, hire, and train new staff.
Manage Customer Service Representatives workflow (assign customer base, designate specific department responsibilities, delegate specific tasks) and monitor for efficacy; revise or adjust, as needed.
Conduct Performance Evaluations provide constructive feedback and develop Performance Improvement Plans if necessary.
Motivate team members and create strategies to boost productivity.
Coach, counsel, and discipline employees.
Enforce policies and procedures.
Manage timekeeping.
Protect and control proprietary documents and processes.
Work with management on process improvement, implementation, training, and execution of assigned work.
Travel in support of conferences, meetings, reviews, and other related activities, possible CONUS and OCONUS travel.
Qualification
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Required
Bachelor’s degree in Business, Logistics, or Supply Chain Management is preferred. Work experience may substitute for the education requirement. Each 2 years of related experience is equivalent to 1 year of college. Experience substitution is in addition to required experience.
Six (6) years of experience in an active procurement and customer service role is required.
Two (2) years of supervisory experience required.
Current and unencumbered Driver’s License for security clearance
Proof of U.S. Citizenship
Obtain and retain a security clearance enabling access to various Government facilities, systems or databases.
Demonstrate advanced knowledge of standard Microsoft Office products, particularly Excel.
Demonstrate ethics, responsibility, confidentiality, professionalism, punctuality, consistent dependability, organizational skills, and function well as a part of a team.
Must have strong interpersonal and leadership skills.
Excellent written and oral communication skills. Must possess an excellent command of the English language. This position requires the ability to review and write routine reports and correspondence. Must be able to communicate and speak effectively before groups of customers or employees of the organization.
Must have a thorough knowledge of Department of Defense procurement processes, and PROS contractual obligations and procedures.
This position requires superior verbal and written communication skills and exceptional organizational skills.
Company
S&K Technologies, Inc.
S&K Technologies, Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Cottet
Chief Executive Officer
Company data provided by crunchbase
