What are the responsibilities and job description for the Customer Service Manager- HGES Dallas (Maintenance/Avionics) position at HAECOHGES?
Job Summary
The Customer Service Manager (CSM) is the primary focal point between the company and its customers. The CSM manages customer work scopes, work order creation, work scope modification, and limited sales & marketing with current and potential new customers. The CSM works closely with departments in quality, maintenance, and engineering. The CSM improves and/or builds customer relationships and promotes company capabilities and services. (Other duties may be assigned)
Essential Job Duties
- Ensure work scopes are within the FAA 145 Repair Station capability, and engine inductions are set.
- Review special or new work scopes for capability, parts, tools, AD/SB research, and technical data requirements
- Accurately track cost of work orders and turnaround time (TAT)
- Meet or exceed customer requirements
- Constantly communicate between customer and operations
- Manage engines from contract to closeout
- Ability to work closely with materials, logistics, accounting, technicians, and management
- Review invoices, create sales orders, purchase orders, and repair orders when necessary
- Ensure profitability on work orders
- Run status reports frequently (weekly, monthly, etc.)
Other Duties and Responsibilities
- Comply with all safety policies, practices, and procedures.
- Participate in proactive team efforts to achieve departmental and company goals.
- Perform other duties as assigned. (Assistance in other departments may be required)
Minimum Job Requirements
- 4-year degree or equivalent MRO experience in Aviation
- FAA Airframe and Power Plant Certificate (A&P) desired
- Ability to learn new concepts and a problem solver
- Business acumen and customer support skills
- Smoothly interact with customers and shop floor
- Flexible to work nights/weekends when needed
- MRO Software (Quantum Control, SAP, etc.) proficient
- Intermediate to advanced user of Adobe DC & Microsoft Office Programs (Outlook, Word, Excel, PowerPoint)
- Read, write, and understand the English language
Accountabilities
The Customer Service Manager reports to the Director of Account Management.
Physical Requirements
- Must be able to lift 20 lbs.
- Able to sit at a desk and work on a computer most of the time
- May be exposed to loud noise
- Able to bend, stoop, kneel and stand for prolonged periods, climb steps, ladders, and/or service stands
- Ability to talk, hear and smell
- Reach/handle items, work with fingers and perceives attributes of object and materials
- May need to work outside as necessary
- Normal or corrected hearing
HAECO Group is an equal opportunity employer. At HAECO, we are committed to creating an inclusive and supportive working environment for all our people regardless of their age, gender, gender identity, sexual orientation, relationship, family status, disability, race, ethnicity, nationality, religious or political beliefs. We believe in creating an environment where people feel comfortable at work and are able to realize their full potential.
