Manager, Customer Service (RB211)

StandardAero is one of the largest independent maintenance, repair, and overhaul providers in the aerospace industry. At our plants, our units engage in a variety of work scopes involving troubleshooting, problem solving, and working together to embody our #1 priority, which is ensuring the safety of our people and our product.

The Customer Service Manager will be responsible for the overall success of the Commercial Engine Program. This includes providing support to both internal and external customers by implementing solutions to maximize the customer experience while adhering to the financial requirements of the business unit.

Roles and Responsibilities:

• Acts as a liaison between customers and business operations regarding contractual requirements, status of work, pricing, scheduling and shipping.
• Establishes detailed operational objectives and action plans to meet customer program requirements.
• Manages adherence to program plans and schedules.
• Develops control systems and reports that accurately measure progress such as estimate and invoice schedules with milestones and budgets.
• Responsible for ensuring customer satisfaction in all aspects of the assigned business to include providing business support to both external customers and internal production operations.
• Oversees material ordering processes and labor targets to ensure compliance to contractual and financial requirements.
• Identifies potential problems related to schedule, material, resources, or capacity, and provides recommendation for corrective action. Communicates impact and recovery plans to the customer.
• Ensures contractual commitments are met.
• Makes decisions, carries out actions, and directs others in matters related to the duties and goals of the program in coordination with appropriate functional leaders.
• Works across all departments to ensure that customer and contractual requirements are adhered to for production, procurement, quality control, logistics, and administrative functions.
• Obtains customer approvals for work scope changes and special purchase requests.
• Acts as an escalation contact for customers on matters related to performance and anticipates and fulfills customer needs to ensure their satisfaction and continued business.
• Provides alternative solutions to customer, including submission of over and above requests.
• Works in conjunction with Operations and Supply Chain in the development and submission of over and above quotations to customers.
• Reviews invoices for accuracy in terms of labor, materials, cost, sell, contract compliance special programs, warranty and discounts. Resolves discrepancies and disputes.
• Acts as the primary contact for Sales, assisting in the review and approval of customer proposals.
• Develops and monitors key performance indicators for the department (examples, in Days to Invoice, Estimate to Invoice Variance, and Shipped Not Invoiced to name a few)

Education Requirements:

Bachelor's degree required or equivalent years of experience, minimum 3yrs experience in Managerial roles.

Required skills and requirements:

• Strong financial acumen; prior experience with customer estimates and invoices.
• Strong planning, organizational, ad analytical skills.
• Ability to make sound business decisions, provide strategic solutions, and implement problem solving techniques.
• Strong verbal and written communication skills as well as presentation skills.
• Strong leadership skills; ability to lead teams in a matrix environment.
• Experience building strong working relations with customers.
• Working knowledge of PC's in the current company operating system environment including Microsoft Office, Smartsheets, and Power BI.
• Ability to travel to customer locations to establish and/or maintain a good working relationship.

Preferred Requirements:

• Prior experience in aviation/aerospace industry
• Salesforce

At StandardAero, we offer:

• A clean, safe, and temperature-controlled work environment.
• Competitive compensation structures and a total rewards package.
• An opportunity to work with a variety of aircraft engines.
• A variety of shifts and hours.
• Opportunities for horizontal and vertical movement within the organization.

Must meet US Person requirements per ITAR.

StandardAero is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state or local protected class.

About Us

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity Is Our Standard

It is StandardAero's policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.

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