Senior Aviation Tech Support & Customer Solutions

VSE Aviation; Augusta (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

VSE Aviation, based in the United States, seeks a Senior Customer Service Representative to provide advanced technical support to customers, in line with civil aviation data and FAA-approved materials. The role focuses on resolving complex inquiries, maintaining relationships, and driving service improvements.

Responsibilities include handling repairs, generating work orders and quotations, translating data into quotes, and ensuring timely communications across channels to support customer

Responsibilities

• Provide expert-level technical support addressing complex inquiries and timely resolution.
• Build and maintain strong relationships with key customers and understand their technical requirements.
• Collaborate with sales to address technical aspects and identify upselling opportunities.
• Develop documentation including guides, procedures, and FAQs for customers and teammates.
• Identify opportunities to improve support processes and workflows.
• Collaborate with cross-functional teams to implement improvements.
• Manage repairs for multiple units, generate work orders, quotes, RFQs, and invoices daily.
• Translate technical data from shop reports into quotations.
• Respond promptly with accurate information on aviation products.
• Handle and resolve issues via phone, email, or other channels.
• Develop deep knowledge of company aviation products, services, and specs.
• Multitask handling high volumes of calls and emails while prioritizing repairs.
• Problem-solve to identify issues and implement best solutions.
• Participate in process improvement initiatives.
• Perform other duties as assigned.

Job description

VSE Aviation, based in the United States, seeks a Senior Customer Service Representative to provide advanced technical support to customers, in line with civil aviation data and FAA-approved materials. The role focuses on resolving complex inquiries, maintaining relationships, and driving service improvements.

Responsibilities include handling repairs, generating work orders and quotations, translating data into quotes, and ensuring timely communications across channels to support customer