Customer Service Representative

DFW, 15050 Trinity Blvd, Fort Worth, Texas, United States of America

Req #1216

Tuesday, May 20, 2025

We areTrusted Partners | Supporting Flight. Our more than 50 years of success is the result of our employees who have dedicated themselves to providing unmatched quality, service and safety in aircraft maintenance, repair and overhaul. Being a part of ATS offers an opportunity to build meaningful partnerships, innovate new ideas, do the right thing, and make our company a great place to work!

SUMMARY: Under limited supervision, the Customer Service Representative is responsible for managing customer accounts. Proactively manages repair performance and determines when re-quoting the customer may be justified. Understands financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability. Works closely with maintenance to provide customers with detailed information and dedicated service in a prompt, efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provides a single point of contact for all customers regarding components in transit from the customer, currently in work, or in transit to the customer.

Acts in a proactive manner to leverage sales opportunities from current customers and communicate these opportunities immediately to the Sales department.

Ensures service consistency, meeting contractual obligations, and resolves problems for both the company and the customer.

Understands the financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability.

Develops and maintains solid relationships with customers, suppliers and all personnel.

Develops and implement new, value added services and products.

Manages company spares pool assets including exchange price negotiations, core unit tracking, and potential sales.

Through initiation of customer feedback on performance, monitors, reports, and assists in improving company service level performance with regards to turn times, late deliveries of repairs, and outside supplier performance.

Develops and maintains creative service and support alternatives and solutions for the customer.

Produces weekly and monthly in-house and customer reports to document volumes, turn times, delivery performance and work in-process status.

Supports Process Improvement initiatives and a philosophy of Continuous Improvement.

Assists with on-the-job training as required.

Ensures invoices are accurate and timely.

Develops a general understanding of competitors and comparison of price, turn time, and customer satisfaction.

Pulls year to date reports for customer accounts.

OTHER DUTIES:

Assists in executing marketing strategies and coordinates proposal efforts directed towards winning new programs.

Participates in proposal dissemination and clarification of customer information and distributes pertinent information to contributing internal departments to ensure customer expectations are understood and met and work scope is clearly defined.

Assists in proposal development for timely response to customer.

Collaborates with the Sales team to create partnerships with the customers.

Provides tours to customers and visitors, day or evening, as needed.

Performs other duties as assigned.

Some travel may be required.

EDUCATION AND EXPERIENCE:

Associates Degree in Business or related field and minimum of two (2) years of related experience, or equivalent combination of education and experience.

Oracle experience strongly preferred.

PHYSICAL EFFORT AND DEXTERITY:

While performing the duties of this job, the employee will be required to sit; stand and walk; use their hands and arms; and talk or hear; and focus on objects close up. The employee may be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Compensation

The full base pay range for this position is $24.00 - $39.00 (expressed as hourly for non-exempt), exclusive of benefits or potential bonuses. The lower end of the range represents the target base pay for those beginning or developing in the role. The higher end of the range is intended for those who have mastered the role, with proven significant expertise, high achievement, and specialized skills. If you are hired at ATS, your hourly rate will be based on factors including skills, education and experience. In addition to those factors - we consider internal equity of our current employees when determining offers. This position is eligible for an annual bonus. We also offer a generous benefits package, as detailed below.

Benefits

ATS offers employees a wide range of benefit options to support the health and financial security of their families.

Health: To give employees flexibility to select the coverage that best meets their family's needs, ATS offers a choice of comprehensive medical/pharmacy plans, dental and vision plans, health and dependent care flexible spending accounts, and voluntary benefits including accident and critical illness.

Financial: The ATS 401(k) plan includes employer matching contributions and a variety of investment options to help employees reach their financial goals. Employees also have access to financial advisors at no cost for personalized, professional, licensed assistance. ATS provides company-paid life and disability insurance, with an option to purchase more. Other available benefits include legal services and discounted home and pet insurance.

Time-Off: ATS supports employee work-life balance by providing paid-time off (PTO) and paid holidays, as well as paid parental leave . PTO accruals start at 104 hours per year and employees receive 64 hours of holiday leave throughout the year.

Incentive Program: ATS employees are eligible for an incentive plan based upon their role within the organization.

Tuition/License Assistance : ATS offers a generous tuition reimbursement program including Aviation Maintenance Technology (AMT) student loan repayment, Airframe/Powerplant (A&P) certification (coursework and/or testing), and business-related degrees.

Employee Assistance Program: ATS makes access to support easy for our employees and their families through our Employee Assistance Program, with confidential 24/7 counseling and referrals, for help with challenges that life can bring.

Discounts: ATS has partnered with local and national vendors to provide employees with discounts on entertainment, mobile phones and service, computer hardware and software, gym memberships, rental cars and more.

Career Development: The ATS Academy programs offer both technical skills and leadership training opportunities for those looking to add skills to their technical toolbox or move into a leadership role. Our Apprenticeship Program offers robust on the job training for anyone looking to begin a career in aviation maintenance.

EEO Employer Statement:ATS is committed to providing equal employment opportunities to all employees and applicants, and prohibits discrimination, harassment, and retaliation of any @type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state, or local laws. ATS is also committed to protecting its applicants for employment and independent contractors from unlawful discrimination, harassment, and retaliation. Provisions in applicable laws providing for bona fide occupational qualifications or business necessity will be adhered to where appropriate.

As part of our equal employment opportunity policy, ATS will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, Armed Forces veterans and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

Other details

Job Family Hourly

Pay Type Hourly

DFW, 15050 Trinity Blvd, Fort Worth, Texas, United States of America

Aviation Technical Services

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