Lead Services Specialist 2 - Customer Order and Fulfillment

Job Description Summary

Responsible for facilitating transactions, producing, assembling and delivering replacement/ repair parts and equipment as part of a Services agreement or order.
Includes activities such as processing transactions, managing processes, material management, site operations, or warehouse logistics & shipping, sometimes in a shop structure. Includes craft & non craft labour as well as manager roles responsible solely for these activities. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Roles and Responsibilities

• Facilitate order management - process order intake, input into internal systems. Connect to customer portals and systems. May support forecasting, billing and collection activities.
  Key contact for customer inquiries, customer complaint (issue) resolution process. Work with operations to understand and communicate commits and status to customers.
  
  Aviation only: May also engage in sales activities for assigned customers.
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members
  
  

Required Qualifications

• This role requires advanced experience in the Services & Customer Order and Fulfillment. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
• Bachelor's degree
• 6 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
  
  

Additional Information