Senior Customer Service Manager

4 weeks ago

Dallas, Texas, United States HAECO HGES Full time
Job Summary

This role involves interacting with and supporting HAECO Global Engine Support, LLC Customers worldwide. The Senior Customer Service Manager acts as a liaison with production, quality, engineering, planning, sales, and other GES network support teams both local and globally.

Key Responsibilities
  • Manage customer relationships and ensure compliance with technical, financial, reporting, and delivery commitments as per agreed terms.
  • Assess necessary work scopes and create maintenance proposals in line with company-approved technical and financial terms.
  • Oversee project progress and collaborate with finance and accounting teams to issue and review project invoices promptly.
  • Track customer engine and equipment storage statuses and report associated invoicing needs.
  • Perform technical reviews with customers, creating technical review documents and monitoring KPIs/Metrics.
  • Cushion for TAT and parts dates.
  • Act as liaison with customers and production when the Director of Account Management is out of office.
Requirements
  • A minimum of 5-7 years aviation experience directly related to MRO.
  • Thorough comprehension of MRO technical data and OEM knowledge.
  • 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, AMOS etc.) proficient.
  • FAA Airframe and Power Plant Certificate (A&P) and/or 4-year degree desired.
  • Intermediate to advanced user of Adobe DC & Microsoft Office Programs (Outlook, Word, Excel, PowerPoint).
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.

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