Customer Experience Specialist - Tucson, AZ - Bombardier - Tucson, AZ

Description

BOMBARDIER

the evolution of mobility

At Bombardier Aerospace, our employees work together to evolve mobility worldwide – one good idea at a time. If you have a good idea, we’ll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.

With an average of over 300 sunny days per year, Bombardier Business Aircraft’s Tucson Service Centre is surrounded by stunning mountain ranges and desert landscapes. As the largest of Bombardier’s Service Centres, the facility services both Commercial and Business Aircraft, boasting over 1 million sq ft of total hangar space. Winner of several FAA Diamond Awards, Tucson will celebrate its 40th anniversary in 2016. Located at Tucson International Airport, the 247,000 sq ft Business Aircraft facility’s dedicated team is equipped to perform scheduled and unscheduled maintenance, modifications, including interior modifications, avionics installations, and Aircraft on Ground (AOG) support for Bombardier Learjet, Challenger and Global aircraft. The Service Centre has received certifications from FAA, EASA, Argentina (Military), Bermuda, Cayman Islands, China, Hong Kong, India, Mexico and Saudi Arabia.

In your role, you will:

• Map all of the customer touchpoints (pre, during and post) involved in maintenance visits and ensure that these key moments build customer satisfaction


• Develop and maintain the Service Center Customer Experience Standards – ensure awareness of and adherence to the Customer Experience Manual, implement new initiatives, conduct audits to ensure alignment with the Customer Experience Overhaul, report on performance and drive implementation of any corrective actions


• Greet customers and act as customer concierge for their Service Center visit


• Ensure tracking of customer preferences


• Support booking and reservations of customer hotels, cars, restaurants, etc


• Provide pertinent local information to customers tailored to their preferences and visits


• Ensure the customer-facing areas are consistent with the Bombardier Business Aircraft brand in terms of amenities, design and experience


• Ensure customer communications are well-managed and implemented consistently, per the Customer Experience Manual


• Work with facilities and the Service Center GM to ensure that the Service Center has the right décor, customer amenities and general environment to offer a superb and consistent customer experience aligned with the BBA brand


• Layout the guidelines for the Service Center customer experience to all Service Center staff, in alignment with the Customer Experience Manual


• Design and conduct product knowledge and practical knowledge information sessions for the Service Center employees


• Monitor results of weekly NPS customer satisfaction survey and recommend/implement corrective actions to improve the customer experience


• Ensure every customer touchpoint at the Service Center is consistent with the BBA brand


• Work with the merchandising coordinator for BBA to implement the Service Center gifting strategy


• Develop and implement a standard customer experience across sites and products


• Participate in meetings with customer experience specialists to identify best practices


• Conduct audits of the Service Centers based on the Customer Experience Overhaul project


• Work with Service Center GM to ensure consistent rollout, training and implementation of customer communication protocols as well as the Customer Experience Manual


• Provide feedback to organization regarding operational improvements and implement

Qualifications

As our ideal candidate,

• You hold a Bachelor’s degree or equivalent experience


• You have at least 5 years of experience in a customer-facing role – concierge, customer experience specialist, customer services


• You have basic proficiency with MS Office


• You have a strong customer focused approach, team work, leadership, communications and interpersonal skills


• You have the ability to manage your time and priorities efficiently


• You take initiative, are innovative and are able to work autonomously


• You have knowledge of the business aviation industry – preferred


• You have project management experience – preferred


• You have experience with Salesforce business application – preferred

Bombardier is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws.

We thank all applicants for their interest, however, only those under consideration will be contacted. Please continue to monitor our website and apply for additional positions for which you are qualified and may be of interest to you.

Your ideas move people.

Job: Brand/Product Management

Primary Location: US-AZ-Tucson

Zip Code US 85756

Organization: Aerospace

Schedule: Full-time

Employee Status: Regular

Job Posting: 25.05.2016, 10:54:34 AM

Unposting Date

08.06.2016, 11:59:00 PM