Customer Service Program Manager

Description

The Customer Service Program Manager is responsible to act as the customer advocate and to be the primary liaison between the customer and TurbineAero MRO location. This position will review and assess customer contracts, review purchase orders and engineering orders while ensuring customer expectations are achieved.

Essential Functions:

· Review repair orders for accuracy and acknowledge customer purchase orders.

· Coordinate daily activities including invoicing, weekly status reports of items in process, and lead weekly customer status calls.

· Complete customer correspondence for all items dealing with successful program and repair management.

· Measure and manage program performance. Lead Quarterly and Annual Business reviews per specific program contract or customer requirements.

· Review pricing, program costs and suggest changes as appropriate.

· Assist with forecasting by interfacing with customers and understanding demand.

· The ability to recognize additional opportunities with current customers.

· Monitor customer orders in the shop to ensure due dates are met.

· Monitor customer receivables to ensure timely invoice payments.

· Attend production and other meetings to keep updated and to inform management of the status of our customer backlog.

· Business Acumen as applied to preparing proposals/contracts and cursory review of financial health of projects.

· Must be familiar with Microsoft suite of programs include 365, SharePoint, Excel and PowerPoint as well as other PC applications.

· Knowledge of ERP systems and CRM systems.
· Other functions as assigned.

Requirements

Education: Bachelor’s degree Business, Marketing, or Engineering. Experience in Airline, Corporate Aircraft, or MRO will be considered in lieu of formal education.

Experience:

• 5+ years of demonstrated Customer and Client Focus. In-depth knowledge of customer service principles and practices.
• 1+ years working with gas turbine repair management, APU part repairs is a plus

The ideal candidate will possess the following traits:

• Effective communicator and constructive collaborator throughout the organization.
• A strong sense of self-confidence resulting from a track record of accomplishment and desire to excel.
• Decisive and action oriented. Capable of making a decision and executing it.
• High degree of personal accountability
• Strong people skills – committed to developing and motivating people to their full potential.
• Can be trusted and possesses high integrity, while also able to provide the necessary leadership for efficient teamwork.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, this job description does not establish a contract for employment and the content is subject to be changed, modified, or deleted at the discretion of the Company.

TurbineAero is an Equal Employment Opportunity Employer and seeks qualified candidates without regard to race, color, religion, sex, pregnancy, age physical disability, national origin, marital status, ancestry, medical condition, or any other characteristic protected by state or federal law. TurbineAero maintains a drug and alcohol-free workplace in accordance with FAA requirements.