Customer Support Lead

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.

The experienced and highly skilled Customer Support Lead will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the construction or manufacturing industry. This role will exhibit mastery skills of all duties within the department. This role involves leading a team with minimal guidance from the Manager/Director across diverse focus areas and new departmental initiatives.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

• 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 with 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.
• Facilitate and/or lead segments of departmental meetings
• Represent the Parts Contact Center in cross-functional meetings to advocate for the department's and customers' best interest.
• Lead initiatives within the department under management direction.
• Lead and direct a team with minimal guidance from the Manager/Director across diverse focus areas.
• Lead the department's continuous improvement initiatives and maintain related documentation.
• Respond promptly and professionally to complex customer inquiries via phone, email, and chat.
• Travel as necessary.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business administration , communication, marketing, or a related field and six (6) or more years of relevant experience (equivalent to twelve (12) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

STANDOUT QUALIFICATIONS

• Strong ability to assist customers with a focus on enhancing their experience.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Advanced Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)
• Advanced Proficiency in reading and interpreting engineering hydraulic and electrical schematics.
• 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)
• Proficiency in a second language (Spanish, French, etc.)
• Strong organizational skills with exceptional follow-through and attention to detail.

WORKING CONDITIONS

The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.
• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.
• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.
• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.