Customer Service Manager
- 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, liaising 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 and 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.
- Serve as subject matter expert for all customer contracts in assigned region.
- Communicate with customer contract requirements including logistics, scheduling, engineering, documentation, contacts, hold days, materials, etc.
- Serve as 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 of new sales opportunities.
- Collect outstanding receivables and prepare profitability analysis for customer contracts in the region.
- Less than 10% domestic and international travel per year.
- Analysis of large sets of data related to aviation engine maintenance
- SAS, Tableau, and Hyperion
- Providing program oversight to engine maintenance repair agreements
- Commercial aircraft engine maintenance including cost, scrap rate, and procurement availability
- Contractual management of mutually agreed upon terms allowing efficient repair and commercial oversight of engines
- Process improvement using Lean Engineering, Six Sigma, Statistical Analysis, and Data Visualization
- Financial analysis including cash flows to generate actionable improvements for the business
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
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