L3 Technologies Customer Support Administrator - Repairs in Grand Rapids, Michigan

Customer Support Administrator - Repairs


Primary point of contact for aftermarket dealers, end customers and dealer channel sales group of leading avionics manufacturer. Performs the duties of Customer Support Administrator as required by business needs in compliance with applicable ISO standard operating procedures, export compliance, work instructions and customer purchase order requirements. Ensuring complete Customer Satisfaction and successful, timely execution of all contractual/purchase order requirements is the primary responsibility (both Commercial and Military). The position uses independent judgment, applies strong and positive interpersonal skills. Employment offers eligibility to join company flight club.


  • Acts as primary Customer point of contact. Handles inquiries, problem resolution, orderentry, quoting, schedule changes, credit issues, warranty administration, on-line technical publications administration, and AOG support.

  • Quotes price and availability of Avionics Systems standard product based upon inventorylevels or production availability. Reviews all customer purchase orders for production items after resolving specific conditions, enter orders, acknowledges purchase orders with negotiated terms and conditions, and advise status of open orders to the customer. Responsible for insuring that all mutually agreed purchase order requirements, including delivery schedules, are accomplished. Based on technical knowledge, assists customer in selection of specific equipment model(s) based on aircraft requirements.

  • Ensures export control requirements are being met as they relate to the Customer SupportAdministrator position.

  • Takes the lead to improve the way we do business with all Customers. Identify,recommend, and implement innovative process improvements. Insures SOP’s are updated upon completion of process improvement projects. Participates in business to business capabilities through Web-site enhancements and E-commerce upgrades.

  • Manages customer relationships beyond current business activities by developingrelationships with Customers. Responsible for all interfaces between L-3 Avionics Systems and the Customer regarding contract/PO matters. Represents the Customer when dealing with internal functions.

  • Demonstrates thorough knowledge of MRP system (Impresa) as it relates to the CustomerSupport Administrator function.

  • Demonstrates empowerment, ownership, and accountability throughout all aspects of theCustomer Support Administrator position.

  • Maintains current customer files and archive files and correspondence greater than oneyear old.

  • Assists other Customer Support Administrators when required. Provides support to Regional Sales Managers and pro-actively communicates sales activity.

  • Responsible for performing job duties in a manner consistent with established L-3 EthicsStandards.

  • Responsible for working a manner consistent with established safety rules and regulationsand the use and maintenance of required personal protective equipment; including, but not limited to safety glasses, etc.

  • May develop and process dealer agreements with the necessary management approvals.

  • Performs job duties in accordance with approved procedures established in support ofSarbanes-Oxley regulations.


MINIMUM REQUIREMENTS (Education & Experience)

  • Bachelor’s degree in business, aviation or related field, or equivalent.

  • Requires ability to proactively coordinate all interdepartmental efforts affecting the execution of Purchase Orders and Contractual Requirements.

  • Strong PC skills including but not limited to, MS Word, Excel, and a MRP system.

  • Strong ability to handle multiple priorities including managing face to face communications while also using telephone and email communication.

  • Strong verbal and written communication skills.

  • Strong problem solving skills using appropriate judgment.

  • Knowledge of and desire to learn and implement lean and process improvement initiatives.

  • High sense of responsibility, quality, and ethics with a professional image and demeanor.

  • Must be able to work in team environments.

  • Must possess a positive can do attitude.

  • Must accept ownership and accountability and have problem solving skills.

PREFERRED REQUIREMENTS (Education & Experience)

  • Private pilot’s license, knowledge of the aviation industry, or other equivalency.1 to 2 years experience in Contracts, Customer Support or Product Service Administration, Sales or equivalent.

  • Basic understanding of avionics products and pricing for commercial and military aviation markets.

L-3 is proud to be an Affirmative Action/Equal Opportunity Employer. L-3 provides equal employment opportunity for all persons, in all facets of employment. L-3 maintains a drug free workplace and performs pre-employment substance abuse testing and background checks.

L-3 is an equal opportunity employer. We encourage minorities, women, protected veterans and disabled individuals to apply.

Job Sales Administration

Primary Location USA-Michigan-Grand Rapids

US Security Clearance Required: None

Schedule: Full-time

Shift: Day - 1st

Travel: No

Organization: Division - Avionics Systems-20000029

Job Level: Individual Contributor

Job Posting: Oct 4, 2018, 11:36:58 AM

Req ID: 101778