Job Title:

Service Quote Specialist

Position Summary

Responsible for determining order lead-times and coordinating order cost information for all manufactured and purchased items to support customer service quotes. Processes customer service quotes and expedites manufacturing orders to meet customer service commitments. Provides customer service for technical publication requests and maintains current and accurate publication uploads and inventory.

Essential Job Functions

Coordinate a cross-functional team that evaluates the feasibility of producing non-current production parts for the Service Quote Program

Create and update Excel reports

Organize the flow of paperwork, i.e. correspondence, computer files, etc.

Complete daily quote functions and complete daily distributor log with all necessary information (quote numbers, modeling, item data, text signal codes stock or order and sales orders by item)

Process customer service quote through the Team including coordination and follow-through

Pricing Parts for the Service Quote process including updating all quotes files with correct information

Coordinate all no longer available (NLA) purchased items with engineering for alternate item availability (as needed).

Initiate and monitor departmental response forms and track interdepartmental dependency activities.

Expedite manufacturing orders to meet customer service commitments (as needed).

Support company goals and objectives by performing duties as assigned by specified employee, lead person, or area Supervisor.

Identify all parts for LN upload, Sales Text, and Cross Reference Information.

Request LN upload of all Quotes parts not in LN as required. Advise Supervisor of text needed for Aviall part lookup in their system.

Find available substitute raw materials in order to produce legacy parts without incurring high MOQs from vendors.

Work with Methods Engineering for BOM changes on raw material substitutes.

Work up all tooling hours, costs, and sales price of all Tool requests from Piper dealers.

Create all Pilot Information Manual customer orders in LN and advise when manuals have been delivered and can be invoiced.

Provide Customer Service on all Technical Publications requests. Answer all emails from Tech Support, Customer Service, and Sales pertaining to Technical Publications sales.

Advise potential customers of specific publication part numbers and contact dealer to facilitate order.

Create all sales order for FAA authorized cockpit manuals.

Upload all Technical Publications revisions and new manuals to Digidox FTP site.

Maintain inventory of all flight manuals and order from Digidox when needed.

Work with Technical Publications Department and customers on revisions needed for cockpit manuals.

Work with Customer Service Director on all Engineering Drawing requests and approvals from customers.

Create Sales Orders and all International shipping paperwork for Engineering Drawing, and Technical Publications.

Work with Finance on all international and domestic credit card orders on Technical Publications and Engineering Drawings.

Administer and perform special projects and other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.May be required to train and assist other employees, effectively partnering and collaborating on department and cross-functional organizational initiatives.

Minimum Position Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

High School diploma or General Education degree (GED) and at least five years of related service support experience required or equivalent combination education and experience.

American Production Inventory Control Society (APICS) certification preferred

Experience with MRP systems and/or enterprise resource planning (ERP) system in an integrated manufacturing systems environment is preferred.

Ability to perform the duties of the job applying basic mathematics such as addition, subtraction, multiplication, and division using whole numbers, common fractions, and decimals.

Outstanding communication and interpersonal abilities

Excellent organization, prioritization, and time management skills

Must be proficient in all aspects of office practices and procedures

Working knowledge of MS Office and office management software such as Microsoft Excel, Word, and PowerPoint.

Physical Demands

Demonstrates physical and functional ability to perform and accomplish tasks. Ability to lift and carry up to 35 lbs.

Mental Demands

Ability to foster collaborative relationships, to work well under pressure, to organize and synthesize new information, and prioritize tasks. Possesses critical thinking, analytical skills and flexibility. Ability to multi-task. Required detailed attention to work in an environment where interruptions need to be controlled. Demonstrates sensitivity to customer needs and expectations.

Working Conditions

The work environment characteristics described here are representative of those the employee encounters while performing the functions of this job.

While performing the duties of this job, the employee is frequently exposed to both office and plant environments. May be exposed to odors, chemical agents, dust, fumes, gases, sharp objects, hazardous or moving equipment, wet slippery floors, and extremes in temperature and humidity.

Interacts regularly with various customers, dealers, vendors, suppliers, staff and employees, and occasionally community members and regulatory agency representatives.

Travel and overtime are required when necessary.

Operational Excellence

Supports all operational excellence initiatives ensuring full participation in all department services, continuous improvement efforts, and training programs.

Quality Assurance

Maintains a safe, orderly working environment including FOD compliance.

Ensures adherence to Piper Aircraft, Inc. corporate compliance policies.

Adheres to organization and department policies and procedures.

Compliance

Responsible for ensuring compliance with laws, rules and regulations appropriate to job function.

Comply with all organizational policies and standards regarding ethical business practices.

Work ethically and with integrity; upholds organizational values.

Maintains compliance with OSHA regulations pertaining to Personal Protective Equipment (PPE), behaviors, and physical space.

Communicates Effectively

Effective communicator with strong interpersonal skills who understands how to develop and maintain external supplier and internal customer relations in both written and oral form.

Maintain a high level of professionalism at all times during direct contact with employees, suppliers, and customers.

Decision Quality

Makes good and timely decisions that keep the organization moving on-time with deliverables.

Optimizes Work Processes

Knows and contributes the most effective and efficient processes to get things done, with a focus on continuous improvement.

Attention to Detail

Takes responsibility for a thorough, accurate, and detailed method of completing work tasks.

Drives Results

Overcomes adversity, consistently achieving quality results - even under demanding deadlines and unexpected operating circumstances.

Teamwork

Interacts, partners, and collaborates effectively with others, positively contributing to overall department and organizational deliverables and results.

Performs other duties as assigned.