Coordinator, Customer Support Account

American Honda Motor Company, Inc.; Greensboro (NC); On-site; USD 65,000 - 86,000; Full time

Job summary

American Honda Motor Company, Inc. in Greensboro, NC is seeking a Customer Support Account Coordinator to serve customers around the clock, delivering dedicated support to keep aircraft in service and operating safely and economically.

The role involves coordinating post-delivery service, resolving technical issues, and monitoring KPIs to ensure high customer satisfaction. You will interact with internal teams, manage escalation paths, and influence shipment of parts when needed to minimize

Qualifications

• Bachelor’s Degree or A&P license is required.
• Minimum 2 years experience in a related role.
• Familiar with SAP, Salesforce, project management and aviation regulations.

Responsibilities

• Conducts planned and unplanned post-delivery customer visits, communications, and facilitates resolution of technical and customer satisfaction issues.
• Conduct root cause and/or trend analyses for service or component failures and recommend corrective action plans as applicable.
• Monitor day to day customer support requests from Client to Provider, including developing escalation workflows to align expectations, including but not limited to requesting expedited service for critical parts orders, facilitating discussions required to resolve disputes related to invoicing or claims, etc.
• Monitor KPIs such as dispatch reliability, aircraft availability, on time performance, and claims processing times.

Skills

Familiar with SAP

Familiar with Salesforce

Project Management

Aircraft systems

Federal Aviation Regulations

Education

Bachelor’s Degree

A&P license

Job description

Job Purpose

The Customer Support Account Coordinator is a customer-facing role and supports the customers on a 24/7 basis. This individual brings value to the customers by providing them with dedicated support which meets HACI CS mission statement of “keep our customers flying safely and economically” It satisfies the overall HACI goal of customer satisfaction.

Job Purpose

The Customer Support Account Coordinator is a customer-facing role and supports the customers on a 24/7 basis. This individual brings value to the customers by providing them with dedicated support which meets HACI CS mission statement of “keep our customers flying safely and economically” It satisfies the overall HACI goal of customer satisfaction.

Key Accountabilities

• Conducts planned and unplanned post-delivery customer visits, communications, and facilitates resolution of technical and customer satisfaction issues.
• Conduct root cause and/or trend analyses for service or component failures and recommend corrective action plans as applicable.
• Monitor day to day customer support requests from Client to Provider, including developing escalation workflows to align expectations, including but not limited to requesting expedited service for critical parts orders, facilitating discussions required to resolve disputes related to invoicing or claims, etc.
• Monitor KPIs such as dispatch reliability, aircraft availability, on time performance, and claims processing times.

Qualifications, Experience, And Skills

• Minimum Educational Qualifications: Bachelor’s Degree or A&P license.
• Minimum Experience: 2 years experience
• Other Job-Specific Skills: Familiar with SAP, Salesforce, Project Management, Aircraft systems, Federal Aviation Regulations

Decisions Expected

• Influence expedited shipment of parts to ensure customer’s aircraft are returned to service.
• Influence HACI internal teams and Service Centers to provide the highest level of customer service.
• Facilitate resolution of any issues with respect to processing of warranty or Flight Ready service plan claims.