Overview


Responsible for helping support the Foreign Military Sales (FMS) team, including maintaining FMS kit database, maintaining and updating pricing, working with the team to create new and updated kits according to customer need and technical requirements, and other administrative support. Helps troubleshoot and resolve potential issues throughout the order to delivery lifecycle. Interfaces with customers, other internal resources and FMS team members, responding to their requests for product or project information, order status updates, and all other inquiries in a timely and professional manner.



Responsibilities


• Work within Snap-on's ERP system (LN), as well as other integrated systems, to develop, manage, and
maintain information on FMS kits, including those discontinued and those to be discontinued in the future. This may include products required from external suppliers
• Work with sales, OEMs, and other customers to create new kits for new or updated applications
• Maintain pricing for all existing kits and help create and update pricing for new kits
• May supply reports to customers and coordinate various pricing and product spreadsheets
• Act as a technical coordinator for any products added to the operating system for the FMS team
• Gather product data and assemble it into reports or format in a manner that is acceptable to a customer or operating system
• Support special project work as assigned by management, providing accurate data, detailed explanations, and proper presentation to enable appropriate decision making
• Help identify, research, troubleshoot and resolve issues, including those that could impact delivery timelines and may involve product replacements and provide accurate and timely information to both internal team members and customers
• Help expedite decisions on lay out approvals and kit content in order to ensure timely delivery
• Review orders and work with involved parties to help resolve identified issues in order to make them actionable
• Collaborate with internal and external partners to ensure timely delivery of products
• Perform other work as assigned



Qualifications


• High school diploma required; associate's or bachelor's degree preferred
• Minimum three years technical support with the Military or Military customers and equipment preferred. Experience with international customer service, logistics and/or project management a plus.
• Ability to travel internationally to customer locations up to 70% of the time
• Ability to help define and understand project requirements and customer needs to ensure they are effectively supported


• General understanding of FMS segment, as well as knowledge of Snap-on products, services, conditions of sale and warranty policy, is preferred


• Strong organizational skills and ability to prioritize workload to meet team and customer demands. Prior multi-project management experience preferred
• Excellent verbal and written communication skills; ability to interface appropriately with various internal and external customers
• Ability to perform in a fast paced, multi-functional environment while maintaining accuracy and achieving business metrics
• Strong analytical and problem-solving skills in order to ensure both customer expectations and business goals are met
• Collaborative team player who can also perform independently with minimal supervision
• Culturally adept to manage personal interactions in multi-cultural settings
• Proficient in Microsoft Office Suite products including Excel, Word, Outlook; experience with Snap-on ERP (e.g. LN) system preferred