PRINCIPAL DUTIES/RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

Responsible for the administration of FalconCare activities:

• Gather flight activity from customers, prepare and issue monthly flight activity billings
  • Responsible for the under-utilization process

• Gather all necessary information from the Customer Service Sales team and set up new contracts in DFJ information systems
  • Set up new information in a CRM tool
  • Identify and enter contract administrator
  • Identify and coordinate procurement and delivery of documentation and subscriptions to end customer
  • Coordinate with Spares and Finance to set up proper discount (i.e. FalconAdvantage)
  • Process initial invoicing when applicable
  • Set up new customer on all appropriate systems, databases and checklists
• Coordinate with DFJ parent company for contract transfers, relay and set up relevant information within the DFJ organization (ie process the invoice or payment for the transfer provision)
• Create and maintain procedure manuals (available to customers and Service Centers)
• Ensure proper allocation of contract cost and revenue in information systems. Work closely with DFJ Finance department
• Track, review and approve third party cost programs including and not limited to: Honeywell MSP Avionics, Brake program.
• Responsible for customer follow-up to ensure timely resolution of invoicing disputes or late payments
• Responsible for establishing annual escalations along with proper communication to customers. Prepare and send escalation notice letters to FalconCare customers
• Coordinate/assist as needed with support personnel (Spares Account Reps, Field Service Reps, Command Center)
• Provide training to customers and service center personnel on FalconCare & Warranty processes
• Document processes and write work instructions
• Improve processes/tools to elevate the FalconCare customer experience
• Assist in the preparation of documents and reports for FalconCare customers
• Support ad-hoc requests

NON-PRINCIPAL DUTIES/RESPONSIBILITIES (NON-ESSENTIAL FUNCTIONS):

Assist Dassault and Authorized Service Centers in FalconCare related questions

Assist in claim processing

Other duties as assigned by management

MINIMUM REQUIRED QUALIFICATIONS:

4 years college degree (preferably technical or aviation) or equivalent experience

Minimum of (2) years of experience in a customer-facing position with proven ability to effectively communicate with customers and address their concerns

Attention to detail is essential for successful execution and avoid costly mistakes

Solid understanding of business; make sound financial decisions

Excellent database management and PC skills

Ability to communicate effectively with both internal and external customers in a professional manner – Excellent verbal and written communication skills

Ability to handle multiple tasks and coordinate with multiple groups to keep schedules and deadlines

Self starter who takes initiative and works with minimal supervision

Excellent verbal and written communication skills with ability to effectively interact with staff and customers

Additional Desired Qualifications:

Aviation Management experience

Basic knowledge of accounting principles

BS or related studies

French/English bilingual

Working Conditions:

Office Environment

Occasional travel may be needed

Occasional overtime and weekend work to meet deadlines

Compensation and Benefits:

The compensation for this position typically falls between $$75,000 and $95,000 per year. This position is eligible for overtime. This position may be eligible for a sign on bonus, shift differential or relocation assistance. Note, the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.

We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us.