Job Title: Customer Support Associate

CUSTOMER SUPPORT ASSOCIATE
L3 Aviation Products

About L3 Technologies

L3 Technologies is a leading provider of a broad range of communication, electronic and sensor systems used on military, homeland security and commercial platforms. L3 is also a prime contractor in aerospace systems, security and detection systems, and pilot training.

About L3 Aviation Products Division

L3 Aviation Products Division is a provider of general aviation, commercial and military avionics. L3 Aviation Products manufactures a diverse line of safety-and efficiency-enhancing products for next generation requirements, including transponders, ADS-b systems, configurable voice and data recorders, collision avoidance systems, navigation products, display systems and processors.

L3 Aviation Products also offers aftermarket services, including MRO and integrated performance-based logistics for military and commercial systems. Primary business unit sites are Alpharetta, GA; Grand Rapids, MI; and Sarasota, FL. This position is based in Grand Rapids, MI.

L3 Aviation Products, Grand Rapids, MI

Located on 52nd Street SE, the L3 Aviation Products Grand Rapids operation is in proximity to outdoor activities, lakes, and acres of spectacular parkland and amazing shopping!

The Grand Rapids operation is a manufacturing and production business within L3 Technologies and a leading provider of general and business aviation cockpit avionic systems and standbys with unsurpassed performance, quality and customer support. Notable of our systems is the Lynx® NGT-9000 ADS-B and transponder.

We are deeply experienced problem-solvers renowned for state-of-the-art solutions that deliver leading capabilities, reliability, and performance that enable and enhance the flying experience.

The Role

Ensures complete Customer Satisfaction with successful and timely execution of all Purchase Order requirements (Commercial and Military). Engage with APD Contract Management when appropriate. Supports Program Managers and Contract Managers with larger strategic programs that are essential to meeting APD revenue requirements. A complete knowledge of the Impresa ERP system and how orders flow from Forecasting, Purchasing, Production Planning, Production Floor, Quality, Shipping and Finance is required. Acts as liaison between APD and our customer’s procurement agents. Requires general supervision, uses independent judgment and applies constructive interpersonal skills. This position plays a key role in APD (SRQ and GRR) achieving their revenue goals and objectives.

Essential Duties and Responsibilities

Includes the following. Other duties may be assigned.
Manage assigned customer base. Access customer portals to download customer purchase orders on a daily basis. Includes customer 0 Hour Flight returns. Requires thorough knowledge of customer’s requirements.
Prepare, process and acknowledge customer purchase orders in accordance with ARMP002 and APS PRO 018 PO Review Process. Maintains records of order files and related support documentation.
Represents APD by preparing and communicating Purchase Order Acknowledgments to our customers and insuring compliance with all relevant Terms and Conditions.
Works with assigned Contract Managers to insure purchase orders meet contractual requirements.
Act as primary customer point of contact. Monitors the progress of all in-process orders; coordinates with appropriate personnel to troubleshoot any problems (Production, Export issues, Credit Holds, NOCs, etc.)
Works with Operations to insure parts are available to build product and customer required delivery schedules can be met. Negotiates changes in ship dates with customers as necessitated by manufacturing schedules and/or changes in customer requirements.
Communicates OEM forecasts (from OEM portals) on monthly basis with appropriate personnel (KAM, Sales Ops, Production).
Interfaces with customers on equipment problems discovered after shipment; makes decisions on best corrective action and implements accordingly on a case-by-case ba­ sis (excludes Export and Customs issues – refer to Export/Customs office).
Manage On Time Delivery reports on customer portals. Collaborate all late and early deliveries on a weekly basis to ensure our OTD ratings are correct.
Coordinating with APD Export and Customs office:
Identify export license requirements and elevate to Export/Customs office.
Elevate boycott provisions and embargo restrictions to Export/Customs office.
Incoterms: If not Exworks or FCA, contact Export/Customs office.
Initiates equipment spares orders from assigned customer base to avoid AOG situations.
Participates in Win-Hand Off meetings and communicates all relevant customer information with appropriate KAMs, Program Managers and Contract Managers.
Assists Finance Department with credit and collection issues by investigating over­ due customer accounts and validating PO/Invoice for every shipment made to insure they are consistent per SOX requirements.
As required, furnishes follow-up shipping documentation to customer on a timely ba­ sis.
Responsible for processing incoming quotes from assigned customer base in a timely fashion. Communicate the appropriate pricing and delivery information to the customer. Requires knowledge of sales policy, pricing structure and relevant customer contracts.



Qualifications:
Skills and Knowledge
Associate's degree
Two (2) years of related experience, such as contracts, product service, or sales;
Experience working in a manufacturing operation;
Knowledge of the aviation industry is a plus, preferably a basic understanding of avionics products and pricing for commercial and military aviation markets. Pilot's license is desirable.
Strong PC skills including, but not limited to, MS Word, Excel and MRP.
Strong ability to handle multiple priorities including managing face to face communications while also using phone, fax and email communication.
Strong verbal and written communication skills.
Strong problem solving skills using appropriate judgment.
Knowledge of and desire to learn and implement process improvement initiatives.
Must be able to work in a team environment.
Must accept ownership and accountability for team efforts.
More About L3 Aviation Products Division

Growth. Operational excellence. Talent and teamwork. The highest ethical standards.

These pillars define L3 Aviation Products and our legacy of advanced next-generation avionics solutions (Aviation Communication & Surveillance Systems), Cockpit and Data Recorders, Standby Systems for general aviation, and Advanced Display Systems and Global Support Services for several markets (general and business aviation, commercial and military aircraft, and helicopters).

Our years of experience and comprehensive product significantly benefit our customers. We draw on these collective strengths and approach every need from multiple perspectives and with an array of solutions.

With every product and service, we provide, L3 Aviation Products customers can expect a single-minded commitment to the right solutions, delivering unsurpassed quality, value and reliability.
L3's proudest accomplishment has been earning the industry's trust, and we work without compromise to be worthy of the trust each day.

L3 is an Affirmative Action/Equal Opportunity employer. We encourage minorities, women, veterans and disabled individuals to apply. Equal Opportunity Employer - minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity. L3 maintains a drug free workplace and performs pre-employment substance abuse testing and background checks.