Service & Warranty Coordinator

Oshkosh AeroTech; Frome; On-site; GBP 28,000 - 42,000; Full time

Job summary

Oshkosh AeroTech, an Oshkosh Company, is seeking a Service & Warranty Co-Ordinator for the North European Region within Customer Care. The role involves onsite service requirements, warranty support and technical assistance on all GSE equipment, coordinating orders from conception to fulfilment and liaising with customers and internal teams.

The successful candidate will manage contracts, prepare quotations, liaise with Engineering and Parts, and ensure high standards of customer care, safety

Qualifications

• Ability to work as part of a team.
• Good telephone manner and communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and ERP systems.

Responsibilities

• Raise all service/warranty jobs in the system (Syteline) from start to finish and report to finance for invoicing.
• Coordinate interface between customer and Oshkosh organization; manage orders from conception to fulfilment and monitor performance.
• Own customer contracts and accounts.
• Produce quotations for field service work and liaise with customers on labour/expenses.
• Work with Engineering and Parts to identify parts and raise part numbers for Field Service requirements.
• Provide professional customer service and handle complaints.
• Process inquiries, check specifications and confirm inventory availability.
• Plan and coordinate site visits with the service team.
• Help ensure best practices and adherence to HSE policies.
• Provide feedback to Engineering, Production & Supply Chain on parts and equipment issues.

Skills

Teamwork

Telephone manners

Microsoft Office

ERP systems

Tools

ERP Systems

Microsoft Office

Job description

About Oshkosh AeroTech, An Oshkosh Company

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.

The Oshkosh Service & Warranty Co-Ordinator will be the main point of contact for Customers and Field Service Engineers perform all associated activities related to the North European Region Customer Care department. Provide Onsite Service requirements, warranty assistance and technical support on all GSE equipment for the region. Individual must be able to handle multiple tasks and be computer literate, especially in Microsoft Office products & use of ERP systems.

Responsibilities

• Raise all service / warranty jobs within the system (Syteline), you will see the process from start to finish and be responsible for processing these and reporting to the finance team for invoicing
• Co-ordinate the interface between customer and Oshkosh organization; specifically following customer orders from conception to fulfilment, creating the supply chain and monitoring its performance so it meets customer requirements.
• Be fully responsible for customer contracts and accounts
• Produce quotations for field service work, liaising with the customer when needed to agree labour/expenses rates are agreeable and in line with quotes provided.
• Work with the Engineering and Parts departments to identify parts, raise part numbers for Field Service requirements
• Provide professional customer service care and handle customer complaints
• Process customer inquiries, evaluate specifications and communicate inventory availability
• Plan and coordinate site and customer visits with the service team
• Assist in ensuring that best practice is used in daily function of Customer Care Facility
• Assist in ensuring that HSE issues and practices are adhered to
• Ensure feedback to Engineering, production & Supply Chain on parts and equipment issues is communicated effectively

Requirements

• Take responsibility for safe-keeping, delivery and accounting of Oshkosh & Customer inventory/goods/orders.
• Ensure that at all times the company’s Health and Safety, Quality, Environment Policies are promoted and adhered to and that all appropriate paperwork and procedures are observed and followed.
• Manage and maintain effective housekeeping practices.
• Promote and adhere to Oshkosh Core Values

Essential

• Able to work as part of Team
• Good Telephone manner
• IT Literate - Microsoft Office (Word, Excel, Power Point) or equivalent
• Experience of working with ERP Systems

Desirable

• Previous experience in customer care aftersales
• GSE product experience