Customer Program Manager

POSITION SUMMARY:

CTS Engines provides maintenance, repair, overhaul, and testing services to owners and operators of early-stage commercial jet engines worldwide and specializes in the overhaul of the CF6-80C2, CF6-80A, CF6-50, and PW2000, through its world-class engine service center in Ft. Lauderdale, and engine test facility in Jupiter, Florida. CTS is searching for a Customer Program Manager to assume responsibility for technical and programmatic customer service, support, and logistics coordination. The position requires a driven, motivated, and determined manager with experience in the customer support and program management of aircraft engine MRO services, to create and manage tailor-made customer programs and drive customer satisfaction to new levels. The Customer Program Manager must be a knowledgeable, organized, and experienced leader with the capacity to succeed in a highly competitive engine maintenance industry. The successful candidate must collaborate with internal and external customers, manage engine MRO programs, and build a culture of success and continuous improvements through goal setting and achievement. The Customer Program Manager should possess the intellect and maturity to create goals based on customer KPI’s, devise a long-term strategy, and implement to completion. This is a key role for CTS Engines and will represent CTS with customers, the airline and aerospace industry, regulators, and related stakeholders. The Customer Program Manager must be a personable, service-oriented leader with a strong external network. The Customer Program Manager will have the ability to provide direction and leadership to CTS and be an advocate for the customer.

JOB RESPONSIBLITIES:

• Continue to develop a culture of customer service excellence, with planning, customer support, and communication at the heart of the culture.
• Create a brand and reputation that drives new customers to CTS and maintains existing customers, growing relationships to larger scale.
• Develop and oversee key customer accounts.
• Train and develop customer program management talent, standardizing best practices across all customer accounts.
• Manage customer expectations and drive a high level of customer satisfaction through data metrics.
• Measure customer contract performance parameters and report to internal organization and customer leadership on a regular cadence.
• Create the required infrastructure and support systems, including the use of the correct technology, to support the success of the company’s customer program management.
• Provide detailed and accurate forecasts of assigned customer accounts and goals to allow for short- and long-term planning to ensure success.
• Create visibility and ownership of production process to drive turn time improvements and alleviate obstacles to aid in improving shop performance.
• Collaborate with stakeholders to forecast material requirements for customer inductions in line with available CAPEX. Input into future budget requirements for material support.
• Manage key customer relationships and participate in closing new opportunities from existing customers.
• Travel as needed for in-person meetings with customers in support of the customer program, maintaining and developing relationships that contribute to growth and success of CTS Engines.
• Partner with all CTS functional departments to align and clearly execute program plans and deliver customer KPI’s.
• Participate in the development of value propositions, draft proposal and contracts, and price development.
• Modify and amend existing contracts to enhance customer and CTS value.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

· Bachelor’s degree is preferred, with an engineering, aerospace, or program management focus.

Experience:

• This position requires a highly motivated leader with at least five years of Aerospace customer program management experience, preferably in Engine Shops, MRO’s, airline or similar environments.
• Strong technical knowledge of aircraft engines and related MRO processes.
• Successful implementation and/or utilization of technology in the development and management of the customer management process.
• Experience with program management tools to create visibility to project status for customer and internal stakeholders.
• Experience in communicating, mediating, negotiating, and successful dispute resolution for customers.
• Demonstrates increasing levels of responsibility in an Engine MRO, airline powerplant team or similar environment.
• Strong external network in the aviation industry with a healthy reputation for collaboration and achievement.
• Proven success in large complex program management, team building and leadership.
• Develop and maintain customer satisfaction scorecards and communicate to internal stakeholders and customers.
• Financial modeling and invoicing of complex engine services, and the capacity to build on existing experience and knowledge.

Knowledge, Skills & Abilities:

• This position requires a strong communicator with the ability to project their personality, be outgoing and motivated in dealings with customers and internal operations. This person must have the ability to work with customers throughout the process, starting with the program initiation process and moving through the project life. They must be well organized, thorough, and detailed, while consistently maintaining a positive, communicative, and supportive demeanor.
• Outstanding writing, presentation, and communication skills.
• Outstanding computer skills including Excel, Word, and Power Point.
• Possesses business acumen, understanding the relationship of our processes and their relationship to cost and profitability.
• A self-starter with a high level of motivation and determination to succeed, matching and supporting the drive of the Department and the company.
• An ability to address problems posed by customers and work with the operational groups to ensure successful completion of projects.
• Ability to prioritize and coordinate multiple tasks.
• Able to effectively manage time including work schedules, events, programs, and other activities.
• A highly responsive and supportive individual who can ensure that CTS Engines provides a level of customer support that sets the company apart from competitors.
• A highly creative and intelligent individual that can build a company brand in the marketplace through consistent customer contact, communication, and support.
• Ability to develop and manage a strong customer relationship, while providing customer support and exhibiting exemplary professionalism.
• Able to communicate effectively, both orally and in writing, and able to present information to senior management, vendors, employees, and customers in a manner that instills confidence. Excellent listening skills as well as speaking.
• Able to establish trust and credibility with internal and external customers, employees, and vendors.
• Self-motivated, willing, and eager to expand knowledge of engine MRO, leadership, and management, both in general and in engine management operations, allowing for growth and promotion.
• Progressive knowledge in Aerospace / Aviation, preferably in engine management, and production related technology. Innovator, possessing the intellect and confidence to define original concepts and develop leading edge solutions to complex problems.