Program Support Specialist

This role will provide a first point of contact with the customer and will handle multiple program support activities. Interacts with customers to provide information in response to inquiries about products and services in a timely manner with courtesy and professionalism.  The Program Support Specialist will work closely with the Senior Program Managers, outside processors and all departments to ensure that the customers’ requirements are met.

• Coordinate with Senior Program Managers to ensure estimated completion dates provided internally and externally align with customer requirements.
• Communicates and work with customers regarding schedule changes, ECO requests, requirements and schedules, customer tracking requirements updates including POISR, Boots, FLT, Open Order Reports, 45 Report, and recovery schedules.
• Monitors purchase orders placed within the company for special need items, customer provided tooling, expedite charges, non-recurring engineering fees, and tooling charges.
• Track projects, create/manage timelines (LOB’s/ HB’s) and facilitate day-to-day operational aspects of the program using the Expedite Report and customer provided forecast. This includes communication with management on budget goals. Provide accurate information in a timely manner.
• Maintains a positive and professional working relationship with all buyers and customers.
• Ensure internal and external issues are communicated and rectified quickly and accurately, ensuring management is aware, anticipating issues when possible and resolving them prior to escalation.
• Assist the contract administrator with receipt, validation and negotiation of customer provide purchase orders as required. This includes verifying Lead Time, Pricing, Quality Codes, etc.as required on the Purchase Order and can be customer specific requirements.
• Updates and monitors customer delivery schedule status daily using the Expedite Report and communicates any problems with the appropriate departments and or customers.
• Prepare data and or presentations as part of, Program Management Reviews – Internal and External, and other required meetings.
• Supports Andon Walks and Production meetings.
• Completes bi-weekly system bounces to ensure demand is accurate.
• Reviews and works obsolete inventory and material as necessary.
• Monitors customer provided forecast and gives recommendations to production flow.
• Assists with project controls including budgeting/cost tracking, scheduling, and forecasting.
• Processes & coordinates RMA’s and ensures a timely resolution.
• Ensures written and oral communications are professional and with a sense of urgency.
• Coordinate communication between internal support groups to address all requests for information, quality issues, schedule priorities, delivery performance, engineering revisions, and demand.
• Must be able to provide response to RFQ’s (spares/expedites) as needed.
• Attends and participates in all safety training and meetings.

Preferred Education/Experience:

High school diploma or general education degree (GED); or two to four years related experience and/or training; or equivalent combination of education and experience.

Specialized Training:

• 3+ years of Customer Service or Program Support experience preferred
• MRP or ERP system experience beneficial
• Machine shop understanding a plus
• Aviation background helpful

Knowledge, Skills and Other Abilities:

• Ability to manage without authority
• Willingness to apply hands-on approach in supporting customer activities and to step in when needed, not just observe
• Strong ability to set priorities, solve problems, and be resourceful when under pressure
• Excellent planning, organizational, time management, and personal interfacing skills
• Good typing skills, high level of proficiency with general office pc applications (MS Word, Excel and PowerPoint), and comfortable with learning new applications as required
• Proven job diligence, dedication, and attention to detail
• Quality orientated, must understand requirements of AS9102
• Comfort and experience interfacing with various levels of staff and management while working in a fast-paced environment
• Demonstrate excellent written and verbal communication skills with the public, other employees, and vendors
• Must demonstrate a sense of urgency and dedication to supporting customer requirements
• Must be motivated, reliable, and able to work with minimal supervision
• Working knowledge of MRP/ERP systems

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The lifting requirement is 25 pounds.