Title : Customer Service Manager MRO

Location : Atlanta, GA, 30230

Duration : 12 months

Qualifications :

• Bachelor's Degree in Engineering, Finance or related field is preferred.
• 5 years Technical Experience / Knowledge in the aerospace, airline or MRO industry specific to the client's Technical Operations' capabilities is preferred.
• Proven history in customer service and developing interpersonal relationships is required.
• Experience with lean, six sigma or other process improvement methodologies is preferred.
• Excellent analytical and problem solving skills required.
• Strong project management skills for delivering exceptional customer service.
• Ability to influence and drive change at all levels of the organization.
• Must be highly proficient in written and oral communications and able to produce concise, relevant, documents and presentations for customer and senior leaders.
• Ability to manage and execute multiple priorities in a timely manner.
• Expected travel requirements 25% - 30% annually.
• Advanced computer skills (ex. presentations and spreadsheets).
• Demonstrates that privacy is a priority when handling personal data.
• Embraces a diverse set of people, thinking and styles.
• Consistently makes safety and security, of self and others, the priority.
• A&P license or experience as a Lead, Foreman, or Product Line Manager in a technical / production-based environment is highly preferred.
• Experience with lean, six sigma or other process improvement methodologies is preferred.

Responsibilities :

• Responsible for maintaining technical understanding for issues affecting customer product lines and coordinate and facilitate containment and rectification plans.
• Effectively manage "in-service" customer relationships - liaison with customer to optimize in-service performance of the product and manage execution of contractual obligations to ensure that customer expectations are met or exceeded.
• Coordinate and drive customer activities through MRO Service Delivery Organization and business unit stakeholders on key account contract deliverables.
• Develop, manage and deliver customer performance metrics, organize / chair customer business reviews through balance scorecards, as required.

Maintain technical product line proficiency through continuous education.

• Ensure internal business unit stakeholders clearly understand technical aspects of account contract(s) and key deliverables.
• Accountable for being a subject matter expert for all customer contracts in a region
• Communicate with customer contract requirements including; logistics, scheduling, engineering, documentation, contacts, hold days, materials, etc.
• Primary point of contact for customer managing all service delivery requirement aspects.
• Provide customer input on business forecasts. Understand and resolve operational customer dissatisfaction issues.
• Drive achievement of customer satisfaction targets. Identify and develop selling opportunities with Business Manager and Regional Sales Manager.

Participate as core team member in customer negotiations and closing new sales opportunities.

• Collect outstanding receivables and prepare profitability analysis for customer contracts in the region.

Last updated : 2024-06-27