Customer Account Leader (CFM56)

Standard Aero•Grapevine, TX

10d

About The Position

The Customer Account Leader (CFM56) coordinates with operations, engineering, materials, and external customers to ensure compliance with contractual requirements. The role develops and implements solutions that maximize the customer experience while meeting internal program and business-unit financial goals. The position acts as an advocate for customers and internal teams, leads and mentors team members, manages customer accounts and work in progress, and coordinates the flow of information and work across business functions. It includes interpreting contracts, processing orders and engine or component induction information, preparing estimates and invoices, monitoring costs and margins, handling customer concerns and warranty claims, and ensuring customer and regulatory documentation is accurate. StandardAero describes itself as an MRO services and customized aerospace solutions provider with a learning-based culture, on-the-job training, and advancement opportunities.

Requirements

Minimum bachelor's degree in business administration or a related field is highly desirable.
Three to five years of experience in aviation as a Customer Account Leader.
Excellent verbal and written communication and active-listening skills, with the ability to adapt language to the audience.
Strong planning, organizational, analytical, decision-making, and problem-solving skills.
Strong interpersonal and teamwork skills, including negotiation, conflict resolution, and customer service expertise.
Demonstrated patience, tact, and empathy when working with others; values feedback and participation and provides constructive feedback as needed.
Commitment to professional practice, continuous improvement, and lifelong learning.
Thorough knowledge of company instructions and export compliance.
Expertise in production management, inventory purchasing, and sales or marketing computer information systems.
High competency in Microsoft Office, particularly Excel for data analysis and running queries.
Must be authorized to work in the United States.

Nice To Haves

Experience in an aerospace customer-service environment or U.S. Government contract work.
Experience in a fast-paced, dynamic industry.
Experience using Power BI.
Airline industry experience and aircraft engine knowledge, preferably CFM56 knowledge.
Experience with SA Menu.

Responsibilities

Advocate for internal and external clients, demonstrating accountability and commitment to excellence.
Develop solutions to complex issues that maintain customer satisfaction while maximizing company standards and profit margins.
Provide team leadership and mentor, coach, and empower others to meet or exceed transaction timelines.
Demonstrate informal leadership, integrated problem-solving, and continuous improvement within the business unit.
Identify potential issues proactively and adapt to change with initiative and assertiveness.
Build relationships with internal and external clients.
Establish performance goals and track progress using objective measures, analytics, and metrics.
Interpret program contracts and legal documents and communicate concise direction to internal teams.
Manage accounts using sound business judgment and relevant information to analyze situations and support decisions.
Receive, process, and verify engine, module, or component induction information and customer purchase orders using company systems.
Confirm, document, and communicate customer requirements and expectations to appropriate business-unit team members.
Prepare and distribute reports, order acknowledgments, estimates, and invoices; compare engineering reports with estimates and invoices to identify cost overruns and estimate-to-invoice variances.
Manage customer work in progress by identifying resources, defining scope, setting timelines and budgets, analyzing cost-benefit, and evaluating risk.
Respond to customer service requests and work-scope or order changes, maintain order information files, and coordinate changes with relevant internal departments.
Provide product information, pricing, scheduling, delivery and backorder availability, and functionally equivalent part alternatives.
Manage customer visits and serve as the primary customer contact with operations on expected completion dates; track and expedite shipments as needed.
Validate inventory costs and explain pricing, price increases, estimate changes, and invoice changes to customers.
Manage customer expectations regarding estimate changes and explain cost-benefit and repair-development costs.
Monitor and analyze cost projections and margins, proposing corrective actions to meet margin requirements.
Manage customer concerns, identify mitigation costs, justify resolutions, and communicate the rationale for mitigation actions.
Coordinate OEM warranties and resolve or assist in resolving warranty claims.
Review and coordinate business-unit contract and transaction work to ensure parties adhere to contract or agreement terms.
Manage customer documentation in accordance with company, customer, and regulatory standards and ensure service-event information is accurately recorded in relevant systems.
Use documented data to support customers and internal teams through KPI tracking, engine status reports, estimate and invoice variance analysis, and related reporting.