Customer Service Manager MRO Position

3 weeks ago

Reston, Virginia, United States PEM-AIR Full time

Pem-Air Turbine Engine Services is a leading global repair provider of gas turbine engines, accessories, and related platform components. We are a trusted source for mature engines and have capabilities for current engines, including the CFM56-7B and GE90. Our team is dedicated to exceeding client expectations since 2013, providing one-stop shop for legacy and new engine MRO services.

We are an integrated team of highly experienced commercial and former military personnel eager to expand our workforce rapidly. Our team is passionate about engine maintenance, performance restoration, and aircraft operations.

Our Perks

  • Competitive salary, holiday bonus, and a 401(k) plan with company match
  • Paid time off, including vacation, holidays, and personal time
  • Comprehensive health benefits, including medical, dental, vision, short/long term disability, and life insurance.
  • Employee Assistance Program with mental health counseling, legal advisory, and financial coaching to support you and anyone in your household
  • Relocation Assistance

Customer Service Manager, MRO

The Customer Service Manager is responsible for maintaining technical understanding for issues affecting customer product lines, as well as coordinating and facilitating containment and rectification plans.

  • Effectively manage 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 regarding 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 leaders.
  • 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.

Required Qualifications

  • Bachelor's Degree in Engineering, Finance or related field is required.
  • 5+ years of Technical Experience and Knowledge in the aerospace, airline or MRO industry.
  • Proven history in customer service and developing interpersonal relationships
  • Proven budgetary planning and execution experience
  • 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 up to 25% annually.
  • Advanced computer skills (ex. presentations and spreadsheets).

Preferred Qualifications

  • 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.

Physical Requirements

  • Mobility: The ability to navigate through various areas of the repair facility while providing customer tours
  • Use of Technology: Proficiency in operating computers, specialized software, and communication tools which are necessary for tracking customer orders and repairs.
  • Safety Compliance: Understanding and adhering to safety protocols is essential, which may involve wearing protective equipment
  • Communication Skills: effective verbal and non-verbal communication is crucial.
  • Stress Management: The ability to manage stress effectively in a fast-paced and sometimes high-pressure environment, especially when dealing with critical repair timelines.

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