StandardAero offers:

• Competitive wages
• Generous paid time off
• Insurance includes medical, dental and vison benefits
• Retirement wages 
• Clean, modern, air-conditioned facility
• Safety focused culture
• Advanced opportunities 

Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that doesn’t just treat you like a number. You’ll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you’ll be set up for success.

Take charge of our day-to-day operations, so we remain the trusted source for aviation repair and maintenance. Work with your team to implement the right processes and practices across our organization to help ensure flight and product efficiency.

CUSTOMER ACCOUNT LEADER

As the Customer Account Leader, you will 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 youll do: 

Leadership:

• 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.
• Provide informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
• Adapt to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Build relationships with both external and internal clients.
• Establish performance goals and tracks progress to meeting goals through objective measurement and analytics (Measures of Performance/Metrics).

Product and Service Related:

• Ensure customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the business unit.
• Manage client engines through the maintenance/repair processes by providing primary (written & verbal) customer, shop and engineering communication; tracking part movement; and generating & presenting cost estimates.
• Provide customers with product information including pricing, scheduling, delivery and/or back order 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. 
• Ensure customers have satisfactory credit terms, coordinate with production to establish engine completion dates, and preparation/presentation of overhaul or repair cost analysis.
• Prepare, 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.
• Manage customer concerns, identifying associated costs to mitigate concerns. Justifies resolution (internally or to customer) and proposes/clearly communicates rationale for mitigation actions.
• Initiate 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.
• Apply basic project management principles, identifying available resources, defining scope, developing timelines and budgets, analyzing cost-benefit and evaluating risk. Designs strategies to mitigate risk and influences buy-in from all stakeholders while applying continuous improvement principles.
• Accomplishes duties in such a manner that presents an image of professionalism to the customer and their agents that is the embodiment of service assistance in conforming the results of the repair/maintenance activities to the manufacturers approved modification specifications in engines and related accessories.
• Read 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.).
• Receive, 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. 
• Coordinate OEM warranty and resolves or assists in resolving warranty claims.
• Manage documents as per company, customer, and regulatory standards and processes. Assures required information is entered into the appropriate internal/external systems. 
• Performs system maintenance as required. 
• Project a positive image in representing the company to clients and the community; hosts and coordinates customer visits.
• Cultivate customer loyalty through a commitment to customer satisfaction.
• Receive, evaluates and answers customer, internal organization or Salesforce inquiries regarding customer service issues.  Facilitates/implements solutions to customer complaints.
• Coordinate with operations to meet forecast demands; communicates anticipated future demands internally for resource/financial planning purposes.
• Responsible for observing and reporting issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
• Work on special projects to include continuous improvement/new bid opportunities as assigned.

What you will need: 

• Minimum Bachelor degree in business administration or related field highly desirable.
• 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.
• 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.
• A proven commitment to professional practice, continuous professional improvement, and life-long learning.
• Experience in Aerospace customer service environment, US Government contract work a plus.
• Must be authorized to work in the US.