Senior Aviation Support Specialist

VSE Aviation; Augusta (KS); On-site; USD 65,000 - 90,000; Full time

Job summary

VSE Aviation in Augusta, KS is seeking a Senior Customer Service Representative to provide advanced technical support to customers with a focus on quality and compliance with aviation data and manuals.

You will build relationships with key customers, coordinate with sales on technical aspects, and manage repair workflows from work orders to quotations, ensuring accurate documentation and timely communication.

Qualifications

• Associate degree or 2 years of related work experience.
• 3+ years of relevant/technical work experience in customer service.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Familiarity with aviation regulations and industry standards.

Responsibilities

• Provide expert-level technical support to customers, addressing complex inquiries and ensuring timely resolution.
• Build and maintain strong relationships with key customers and understand their technical requirements.
• Collaborate with sales and account management to address technical aspects and identify upsell opportunities.
• Develop and maintain technical documentation, guides, and FAQs for customers and team members.
• Identify opportunities to improve customer service processes and technical workflows.
• Collaborate with cross-functional teams to implement improvements and enhance the customer experience.
• Manage repairs of multiple units for customer accounts, generate work orders, quotations, RFQ submissions, invoicing, and finalizing orders daily.
• Translate technical data from shop reports into quotations under maintenance manuals.
• Respond promptly to inquiries and provide accurate information about aviation products or services.
• Handle and resolve technical issues raised by customers via phone, email, or other channels.
• Develop a deep understanding of the company's aviation products, services, and specifications.
• Multitask handling high volume calls/emails while prioritizing repair orders.

Skills

Problem-solving

Analytical skills

Written and verbal communication

Multi-tasking / prioritization

Aviation regulations familiarity

Education

Associate degree

Tools

ERP System (Pentagon)

Job description

VSE Aviation in Augusta, KS is seeking a Senior Customer Service Representative to provide advanced technical support to customers with a focus on quality and compliance with aviation data and manuals.

You will build relationships with key customers, coordinate with sales on technical aspects, and manage repair workflows from work orders to quotations, ensuring accurate documentation and timely communication.