Customer Account Leader (CFM56)

Standard Aero•DFW Airport, TX

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 improve the customer experience while meeting internal program and business-unit financial goals. It provides informal team leadership, customer account management, and oversight of customer transactions and service events. The role manages customer requirements, orders, work in progress, estimates, invoices, costs, schedules, documentation, and concerns. It serves as a liaison among customers and internal teams, helps ensure contractual and regulatory requirements are met, and uses reporting and performance metrics to support customers and business goals.

Requirements

Bachelor’s degree in business administration or a related field is highly desirable.
3 to 5 years of experience in aviation as a Customer Account Leader.
Excellent verbal and written communication, active listening, and situational awareness; ability to adapt language to the audience and use relevant knowledge, skills, and judgment to achieve organizational goals.
Strong planning, organizational, analytical, decision-making, and problem-solving skills, including operational excellence and continuous improvement.
Strong interpersonal and teamwork skills, including expertise in negotiation, conflict resolution, and customer service.
Patience, tact, and empathy when working with others; ability to invite feedback and provide constructive feedback.
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/marketing computer information systems.
High competence with Microsoft Office, especially Excel for data analysis and running queries to develop data-driven solutions.
Must be authorized to work in the U.S.

Nice To Haves

Aerospace customer service environment or U.S. Government contract work experience.
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 external and internal clients, demonstrating accountability and commitment to excellence.
Develop solutions to complex issues that maintain customer satisfaction and maximize company standards and profit margins.
Provide team leadership, mentoring, coaching, and support to ensure transaction timelines are met or exceeded.
Demonstrate informal leadership and integrated problem-solving, and implement continuous improvement practices.
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 and analytics.
Read and interpret program contracts and legal documents, then communicate concise direction to internal team members.
Manage accounts using sound business judgment, relevant information, and reasoned 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 team members.
Prepare, generate, and distribute reports, order acknowledgments, estimates, and invoices.
Compare engineering reports with estimates and invoices to identify potential cost overruns and estimate-to-invoice variances.
Manage customer work in progress by identifying resources, defining scope, developing timelines and budgets, analyzing cost-benefit, and evaluating risk.
Respond to customer requests for service or changes in work scope and orders, maintaining order information files and communicating changes to relevant personnel.
Provide product information, including pricing, scheduling, delivery, backorder availability, and functionally equivalent part alternatives.
Manage customer visits and serve as the primary contact with operations regarding expected completion dates; track and expedite shipments as needed.
Validate inventory costs and explain pricing, price increases, and estimate or invoice changes to customers.
Manage customer expectations concerning estimate changes, cost-benefit, and repair-development costs.
Monitor cost projections and margins and propose corrective actions to meet margin requirements.
Address customer concerns, identify mitigation costs, justify resolutions, and communicate the rationale for mitigation actions.
Coordinate OEM warranty activity and resolve or assist with warranty claims.
Review and coordinate business-unit contract and transaction work to ensure parties adhere to agreements.
Manage customer documentation according to company, customer, and regulatory standards and processes.
Ensure service-event information is accurately captured in appropriate internal and external systems, and use it to support KPI tracking, engine status reporting, and estimate/invoice variance analysis.