Sr. Key Account Customer Support Manager

Sr. Key Account Customer Support Manager

Requirements

• Minimum four (4) year undergraduate degree; education may be replaced with equivalent work experience
• Minimum ten (10) years’ experience in repairs, logistics, and customer service, or related field; a minimum of five (5) years’ experience in the helicopter/aviation industry
• Business, logistics and supply management, customer service
• Familiar with Aviation Maintenance methods and practices and technical publications
• SAP working knowledge
• Microsoft Office Suite and maintenance management systems proficiency.
• Ability to travel 15%-20% , domestic and/or international

Responsibilities

• Project at the Customer Executive Level a sense of ownership of all issues across the organization.
• Build customer rapport at all levels of the customer’s organization and specifically with key decision makers; adapt a clear, simple and efficient mode to communicate.
• Understand and resolve the Customer’s top issue with urgency, be the escalation point for resolving problems, and propose root cause analysis as may be necessary.
• Create a collaborative action plan and present a status on actions closure along with progress on previous Customer concerns resolution.
• Manage the Customer issues, concerns and complaints. Stay aware of the issue, follow the resolution and be able to discuss with the Customer ensuring issues On-Time and On-Quality resolution.
• Organize performance reviews with Customer’s. Perform annual or bi-annual Customer visits.
• Understand the Customer dynamics, operational and strategic goals and business requirements. Coordinate the Customer’s visits with other departments.
• Using industry knowledge and key business benchmarks collaborate with customer to determine strategic alignment for their organization.
• Perform SWOT Analysis to determine typical weaknesses, strengths, opportunities and threats.
• Communicate, coordinate and facilitate the operational needs of the customer with the internal functional departments for the appropriate messaging to the customer.
• Prepare and schedule “Annual Calendar for Program Management Reviews”, secure AHI and Customer executive sponsorship with detailed program objectives and milestones.
• Serve as the Customer’s point of escalation so that issues are resolved on an exceptional basis. Work cross-departmental to resolve the Customer’s issues; ensuring that each department keeps their commitments. Plan weekly and monthly meetings at customer site or at Grand Prairie /Columbus facility with may include other support or functional departments.
• The CSM shall work in close collaboration with the Sales Manager: this particularly means to inform each other on Customer contacts and concerns, especially before a Customer visit. Communicate S&S Discipline’s contents. Provide guidance for achieving operational targets.
• Analysis of activity levels related to Customer’s operation such as flight hours, parts consumptions, future trends with reach back to functional specialist to provide further analysis and insure key players provide essential reports.
• Analyse current process flows and propose enhancements to enhance the Customer experience. Collect Customer’s feedback. Provide root cause analysis as required for process improvements.
• Provide guidance from a logistics perspective for key planning decisions.
• Prepare necessary reports presenting key data for the end customer.
• Communicate to Customer base key performances and recommendations for mutual benefit. Prepare internal reports and contribute to briefs.
• Manage internal communications with management and support departments.

Preferred Qualifications

• Master’s Degree or MBS
• Minimum ten (10) years’ experience in repairs, logistics and/or customer service in the helicopter industry
• Former or current A&P License
• Training in Six Sigma
• Working knowledge of SAP application, WebEx communications, and CRM