Aftermarket Services Coordinator

About RH Aero Systems:

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, and Biberach, Germany. For further details visit RHAero.com.

We take great pride in our Values and embody them in everything we do professionally.

Reliable: We consistently deliver outstanding quality and performance. Our reliability builds trust and long last partnerships. You can count on us every step pf the way!

Ready: We are always prepared, flexible and within reach – ready to act when it matters most.

Relentless: We are determined to pursue our goals with unwavering passion, resilience, and the will to overcome any challenge.

Job Summary:

The Aftermarket Services Level 1 Coordinator serves as the primary point of contact (POC) for providing up-to-date status on active customer RMA (Return Material Authorization) tools. Collaborating closely with the Aftermarket Services Buyer and the Technical Service Manager (TSM), this role ensures effective communication of status updates to the Customer Service Manager team, customers, and internal dashboards. The coordinator will deliver exceptional support and service to enhance the customer experience, acting as the voice of the customer

Key Responsibilities:

• Serve as the primary point of contact for internal and external customers regarding tooling and engine stand maintenance RMA requests.
• Validate external Purchase Orders and Contracts to ensure compliance with agreed Terms & Conditions.
• Collaborate with Sourcing, Quality, and Engineering to ensure timely processing of customer orders, and to resolve RMA-related issues.
• Obtain material status updates from the Aftermarket Services Buyer to provide scheduled order status updates to customers.
• Coordinate RMA’s with engine stand maintenance supervisor.
• Coordinate team members or contractor for off-site engine loads.
• Manage customer invoicing and supplier/contractor approvals.
• Enter work orders in Epicor related to all engine stand maintenance programs.
• Respond to internal AMS requests for expedited quotes or deliveries to meet customer expectations.
• Support special projects or initiatives as needed.
• Act as a backup services buyer during peak times.
• Research and address ongoing customer concerns, coordinating effective solutions.
• Gather customer feedback and recommend process improvements to enhance satisfaction.
• Complete special projects utilizing decision-making, critical thinking, and time management skills.
• Maintain the ERP system (Epicor) with current order and shipment information.
• Be available for travel to customer locations as required.

Qualifications and Experience:

• Minimum of 3 years of customer support experience.
• Proficient in proactive and supporting customer communication.
• Experience in a global services environment, including international interactions.
• Previous experience in the Aviation sector, Engine or Airframe tooling, Aerospace Ground Support Equipment would be beneficial.
• Proficiency in computer applications, particularly MS Office with a strong emphasis on Excel.
• Strong interpersonal skills to engage effectively with various levels within the customer organization.
• Excellent verbal and written communication skills, with the ability to influence others through sound judgment rather than authority.
• High standards of integrity, loyalty, and ethical values.

Other Requirements:

• Self-motivated with strong job planning skills; able to work independently and meet deadlines.
• Experience in Continuous Improvement and/or Lean Process Development.
• Exceptional leadership, teamwork, and communication skills, with a demonstrated ability to drive change.