SUMMARY

Responsible for managing assigned aftermarket customer accounts and coordinating spare parts, warranty, repair, exchange, and overhaul requirements from customer request through fulfillment. Serves as a primary customer contact and represents the voice of the customer internally.

Coordinates across Procurement, Engineering, Finance, Production, Warehouse, Shipping, Technical Support, and other functional areas to ensure customer requirements and contractual commitments are understood and achieved. Monitors order status, backlog, delivery performance, warranty activity, and customer issues and exercises independent judgment in resolving routine and moderately complex customer matters within established Company policies and contractual requirements.

DUTIES AND RESPONSIBILITIES include the following.

• Serve as the primary point of contact for assigned aftermarket customers regarding spare parts, warranty, repair, exchange, overhaul, order status, pricing, and delivery.
• Manage assigned customer requirements throughout the order lifecycle, from initial inquiry and order entry through shipment, delivery, and issue resolution.
• Review customer requests and applicable contractual requirements, terms and conditions, pricing, warranty provisions, and delivery commitments.
• Enter and maintain accurate customer orders, demand requirements, and related information in JDE and other applicable systems.
• Research part numbers, technical specifications, Illustrated Parts Catalogs (IPC), supersessions, and alternative support information to assist customers in identifying required material.
• Evaluate customer requirements and coordinate with Procurement, Engineering, Production, Finance, Warehouse, Shipping, Technical Support, and other departments to resolve issues and meet customer commitments.
• Proactively communicate order status, anticipated delays, material availability, and resolution plans to assigned customers.
• Monitor backlog, open orders, delivery performance, customer complaints, and other customer-service metrics and identify items requiring corrective action or escalation.
• Review and evaluate warranty claims against applicable policies and contractual provisions; determine or recommend claim disposition within assigned authority and communicate approved resolutions to customers.
• Coordinate warranty claims and determine appropriate routing for repair, exchange, overhaul, or other disposition in accordance with Company policy and applicable contractual requirements.
• Create, monitor, and coordinate repair, warranty, exchange, and overhaul purchase orders and work orders.
• Research and resolve order discrepancies, returns, credits, pricing issues, shipment concerns, and other customer-account matters within assigned authority.
• Coordinate with Warehouse, Shipping, Production, suppliers, service centers, and carriers to expedite delayed or critical customer requirements.
• Support Aircraft on Ground (AOG) and other urgent customer requirements as necessary.
• Maintain accurate customer, order, warranty, and transaction data and ensure appropriate supporting documentation is complete.
• Analyze customer and order information to identify trends, risks, backlog issues, and opportunities to improve service levels.
• Prepare and maintain customer-service reports, backlog metrics, delivery performance information, and other operational reporting.
• Support customer reviews and internal meetings by providing order status, open actions, risks, and recommended resolutions.
• Identify recurring customer or process issues and recommend improvements to Customer Service and Aftermarket leadership.
• Ensure compliance with Export Control, ITAR, contractual requirements, Company policies, and applicable procedures.
• Represent MD Helicopters with professionalism, integrity, accountability, and responsiveness.
• Perform other related duties as assigned.

KNOW-HOW

Requires working knowledge of aftermarket customer service, spare-parts fulfillment, warranty/repair administration, order management, contractual requirements, and cross-functional business processes.

Requires sufficient technical and product knowledge to research customer requirements, identify appropriate spare parts and support documentation, and coordinate solutions across multiple functions.

Requires effective customer communication, organizational, analytical, and interpersonal skills to manage multiple priorities and customer commitments simultaneously.

PROBLEM SOLVING

Regularly evaluates customer requirements, order status, material availability, warranty provisions, delivery constraints, and competing priorities to determine appropriate courses of action.

Uses judgment to resolve routine and moderately complex customer and order issues within established policies and contractual parameters and identifies matters requiring management, Contracts, Engineering, Finance, or other functional escalation.

ACCOUNTABILITY

Accountable for accurate and timely management of assigned customer accounts, orders, warranty activities, customer communications, and related commitments.

The role directly influences customer satisfaction, backlog performance, on-time delivery, working capital, and aftermarket revenue through effective management of customer requirements and internal coordination.

Exercises independent judgment within defined authority while escalating significant commercial, contractual, pricing, technical, or financial matters as appropriate.