Sr. Customer Support Specialist

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.

SUMMARY

Oshkosh AeroTech is seeking an experienced and highly skilled Senior Customer Support Specialist to join our team. The ideal candidate will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the manufacturing industry. This senior role involves not only resolving customer inquiries and issues regarding parts sales.

YOUR IMPACT

• Respond promptly and professionally to complex customer inquiries via phone, email, and chat.
• Deliver ""best in class"" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.
• Stay up-to-date on equipment, models, and systems relevant to order management and product research.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Provide technical support and customer service on correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.
• Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.
• Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.
• Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.
• Engage in training opportunities to enhance skills in current technology and product knowledge, and pursue personal growth to excel in providing exceptional customer support.
• Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).
• Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.
• Offer to participate in new initiatives or existing tasks as they become available.
• Participate in training efforts for onboarding new Team Members and the continued education of existing team members.
• As needed this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
• Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.
• Demonstrate the ability to mentor less experienced team members and serve as a role model. being regarded as a go-to person by colleagues.
• Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments. The goal is to ensure organized, accurate and timely dissemination of information regarding parts.
• Demonstrate proficiency in resolving escalated issues to completion.
• Lead training efforts for onboarding new Team Members and the continued education of existing team members.
• Be recognized as a key go-to expert in a specify area within the department.
• Travel as necessary.
• Perform additional duties as required.

BASIC QUALIFICATIONS

• Bachelor’s Degree in Business Administration, Communications, Marketing, or Related field with 4 years of related work experience.
• OR 10 years equivalent experience

STANDOUT QUALIFICATIONS

• Strong organizational skills with exceptional follow through and attention to detail.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Previous experience in the automotive or heavy-duty equipment industry.
• Previous experience in a customer service-related field.
• Proficiency in Microsoft Office applications.
• Written and spoken communication skills.
• Advanced ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)

Pay Range:

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at corporatetalentacquisition@oshkoshcorp.com.

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.