Customer Account Leader

Customer Account Leader (CFM-56) 

Build an Aviation Career You’re Proud Of

Your work ties us all together, helping our teams’ function and operate. Experience opportunities to learn and be a part of an organization that has your back. And with competitive compensation and total rewards, you’ll also enjoy our great perks.

Work with the latest technologies and techniques in the aviation industry to source materials, manage inventory, and coordinate logistics. You’ll ensure we have what we need to service our customers.

As a Customer Account Leader (CFM-56), you'll have the responsibility to coordinate with operations, engineering, materials, and external customers to ensure compliance with contractual requirements.  Understands and implements solutions to maximize the customer experience while meeting internal program/business unit financial goals.

What you'll do:

• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.
• Provides informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
• Adapts to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Builds relationships with both external and internal clients.
• Establishes performance goals and tracks progress to meeting goals through objective measurement and analytics (Measures of Performance/Metrics).
• Reads and interprets program contract/legal documents to determine requirements for the creation and distribution of concise direction to internal team members (operations, engineering, finance etc.).
• Manages accounts through the practice of sound business judgment, targeting relevant information when analyzing situations and defending decisions. 
• Receives, processes, and verifies engine/module/component induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders. 
• Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the business unit.
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices. Compares engineering reports with estimates and invoices to proactively identify and addresses potential cost overruns; Determines estimate to invoice variances.
• Manages customer WIP through identifying available resources, defining scope, developing timelines and budgets, analyzing cost-benefit and evaluating risk.
• Initiates required actions for response to customer service requests for work scope/order changes, including the maintenance of order information files. Communicates changes to the appropriate personnel by acting as a liaison with engineering, operations, logistics, materials, finance and contracts.
• Provides customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives. Manages customer visits and acts as the primary contact between the customer and operations regarding expected completion dates to include tracking and expediting shipments as needed. 
• Validates inventory costs, explains pricing, price increases, estimate and invoice changes to customers. Manages customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
• Monitors and analyzes cost projections/margin, proposing solutions for corrective action as required to meet margin requirements.
• Manages customer concerns, identifying associated costs to mitigate concerns. Justifies resolution (internally or to customer) and proposes/clearly communicates rationale for mitigation actions.
• Coordinates OEM warranty and resolves or assists in resolving warranty claims.
• Reviews and coordinates contract/transaction work for the business unit, ensuring all parties adhere to the terms of the contract/agreement. 
• Manages customer documentation as per company, customer, and regulatory standards and processes. Assures accurate information related to a given service event is captured in the appropriate internal/external systems.  Utilizes this data to support both internal and external customers through KPI tracking, engine status reports, estimate/invoice variance analysis and more. 

What you'll need: 

• Minimum Bachelor's degree in business administration or related field highly desirable.
• 3 to 5 years of experience in aviation as an Customer Account Leader.
• Excellent communication skills (both verbal and written), active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals. Adapts language appropriate to the audience/strong sense of situational awareness.
• Strong planning, organizational, analytical, decision making and problem-solving skills (operational excellence/continuous improvement).
• Strong interpersonal and teamwork skills that include demonstrated expertise with negotiation, conflict resolution and customer service. Demonstrates patience, tact and empathy when working with others. Values positive feedback, inviting participation and feedback from other members of the team, providing constructive feedback as required.
• A proven commitment to professional practice, continuous professional improvement, and life-long learning.
• A thorough knowledge of company instructions and export compliance.
• Expertise in production management, inventory purchasing and sales/marketing computer information systems.
• Extremely competent in MS Office suite with an emphasis on use of MS Excel for data analysis to include running queries to efficiently reach data driven solutions.
• Experience in Aerospace customer service environment/US Government contract work a plus.
• Must be authorized to work in the U.S.

Preferred Characteristics:

• Experience in a fast-paced, dynamic industry is highly desirable.

• Experience using Power BI preferred.

• Preferred airline industry experience with aircraft engine knowledge; preferred CFM56 knowledge.

• Experience with SA Menu preferred.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities

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