Woodward's Diversity, Inclusion and Belonging Commitment
At Woodward, no matter where you are from, your physical appearance, or how you identify, you deserve the opportunity to reach your greatest potential. We are on a journey to achieve this as an organization and want to work closely with our members to set the right path.
We humbly acknowledge this will be an imperfect journey. Yet, we are steadfastly committed to embracing the power of diverse people, perspectives, and experiences for our current members, attracting the best talent across our communities, and creating an inclusive and rewarding workplaces for all.
Woodward supports our members' wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
- Estimated annual base pay: $87,120 (minimum) - $108,900 (midpoint) - $130,680 (maximum)
- All members included in cash bonus opportunity.
- 401(k) match (4.5%)
- Annual Woodward stock contribution (5%)
- Tuition reimbursement and Training/Professional Development opportunities for all members
- 12 paid holidays, including floating holidays.
- Industry leading medical, dental, and vision Insurance upon date of hire
- Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
- Paid parental leave.
- Adoption Assistance
- Employee Assistance Program, including mental health benefits.
- Member Life & AD&D / Long Term Disability / Member Optional Life
- Member referral bonus
- Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
- Voluntary benefits, including:
- Home / Auto Insurance discounts
- Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave
Are you ready to make your mark? If you're a Customer Support Manager, we have an exciting opportunity for you. This position has the primary responsibility of providing world-class customer service focused on issue resolution, claims support, and warranty administration. The role requires interfacing with customers at an expert level and will support escalations from the Customer Support Representatives as needed.
What You Will Be Doing
Customer Support
- Regularly interfaces with customer regarding routine and critical requests and issues relating to commercial operations, such as product replacements and substitutions, expediting, upgrades, and retrofits.
- Ensures resolution of routine product and service warranties including adherence to obligations for all warranty claims and the quoting of service/repairs for such matters and coordinates with internal stakeholders on resolution
- Supports the Corrective Action Board (CAB), field retrofits and recalls, and related campaigns and processes, and communicates the agreed-to commitments to customers and internal stakeholders for repair work.
- Addresses issues/problems escalated by Customer Support Representatives (CSR)
Order Management & Fulfillment
- Provides guidance to the CSR team and ensures the review of purchase orders (POs) and their alignment with commercial framework and any applicable overarching agreements, terms & conditions, and the like, and ensures any deviations are identified and addressed.
- Mentors and provides support to the CSR team with regard to the requoting of existing business as applicable, including original equipment and aftermarket repair, maintenance and overhauls.
- Coordinates and communicates the proper management of delivery schedules for products and services, including as applicable, spares and repairs quotes.
- Supports the timely and effective resolution of escalated issues and claims in connection with delivery, service, and turnaround time.
Demand Management/Forecasting when no Demand Manager is in the Business Group
- Utilizes demand inputs from both customers and internal Sales & Marketing organization to support accurate and effective demand forecasting for their respective customer accounts.
- Supports the implementation, training and enforcement of policies and procedures to ensure compliance of regulatory or customer specific requirements (i.e., warranty process, import/export, licenses, proprietary information, FAA, IC, etc.)
- Supports the implementation, training and enforcement of policies and procedures to ensure compliance of regulatory or customer specific requirements (i.e., warranty process, import/export, licenses, proprietary information, FAA, IC, etc.)
What We Are Looking For
- US - bachelor's degree in arts/sciences (BA/BS) Technical or business discipline, or equivalent experience. Advanced sales/technical training preferred.
- 5+ years' Experience in commercial, customer service, and/or order fulfillment role required.
- Ability to demonstrate solid business acumen and understanding of Woodward markets and products.
- Strong understanding of order fulfillment and customer demand management
- Background and capabilities in customer engagement and management
- Ability to demonstrate knowledge of the business operating system and the interface of modules between commercial operations and production operations.
- Solid oral and written communication skills
- Ability to work independently; self-motivated.
This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).
Woodward is an Equal Opportunity Employer
EO/AA/M/F/Disabled/Protected Veterans
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Woodward, Inc.
life insurance, vision insurance, parental leave, paid holidays, sick time, short term disability, long term disability, tuition reimbursement, 401(k)
Nov 08, 2024