Customer Account Leader

Standard Aero•Maryville, TN

15h

About The Position

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term. As a Customer Account Leader, you'll act as a liaison between operations, engineering, materials, sales and the customer for product transactions in support of all types of customers (transactional, contractual, PBTH, field service, etc). Understand and implement solutions to maximize the customer experience and the financial requirements of the business unit.

Requirements

1+ years of customer account experience in Airline, Business Aviation or Military Aviation.
2+ years of experience in sales/customer product transactions supporting various customer types (transactional, contractual, PBTH, field service, etc.).
2+ years of experience with financial requirements of the business unit.
Strong ability to communicate effectively with internal and external customers using written, verbal, non-verbal, and active listening skills.
Ability to adapt communication style appropriately to the audience.
Strong planning, organizational, analytical, decision-making, and problem-solving skills; demonstrates situational awareness.
Excellent interpersonal and teamwork skills, including negotiation, conflict resolution, and customer service expertise.
Demonstrates patience, tact, and empathy when working with others; values feedback and invites participation.
Ability to adapt to change with proactive thinking, assertiveness, and initiative to identify potential issues before they arise.
Proven ability to build relationships with both external and internal clients.
Expertise in production management, inventory purchasing, and sales/marketing information systems.
Knowledge of products, engines, propellers, and accessories in the respective business unit/site and technical skills appropriate to the role.
Working knowledge of PCs and Microsoft Office productivity software; ability to adapt to technology changes (hardware/software).

Nice To Haves

Bachelor’s degree in Business Administration, Commerce, or related field, or equivalent experience.

Responsibilities

Act as an advocate for external and internal clients, demonstrating accountability and commitment to excellence.
Provide innovative solutions to complex issues, influencing others to ensure customer satisfaction while maintaining company standards and profit margins.
Lead and mentor team members, coaching and empowering them to ensure transaction timelines are met or exceeded.
Build and maintain strong relationships with both external and internal clients.
Update and complete Measures of Performance (MOPS).
Read and interpret legal documents to determine requirements for creation and distribution of production documents using clear and concise language.
Receive, process, and verify engine/propeller/component/module/accessory induction information and/or customer orders using company systems and customer purchase orders.
Prepare, generate, and distribute reports, order acknowledgments, estimates, and invoices; compare engineering reports with estimates and invoices, identifying and addressing potential cost overruns; determine estimate to invoice variance (EIVA).
Apply basic project management principles: identify available resources, define scope, develop timelines and budgets, analyze cost-benefit, and evaluate risk.
Design strategies to mitigate risk and influence buy-in from stakeholders while applying the seven steps of continuous improvement.
Initiate required actions in response to customer service requests for workscope/order changes; maintain order information files and communicate changes to appropriate personnel.
Serve as a close liaison and informal leader with service engineers, operations, logistics, and materials.
Provide customers with product information including pricing, scheduling, delivery, backorder availability, and functionally equivalent part alternatives.
Manage customer visits and act as primary contact between the customer and production operations regarding expected completion dates; trace and expedite shipments as needed.
Validate inventory costs, explaining pricing, price increases, and estimate/invoice changes to customers.
Manage customer expectations regarding estimate changes; summarize cost-benefit and qualify repair development costs.
Monitor and analyze cost projections continuously, proposing corrective actions as required.
Manage customer concerns, identifying associated costs and impacts; justify resolutions internally or to the customer and propose policy adjustments.
Coordinate OEM warranty and assist in resolving warranty claims; issue core credits and debits for claims and invoice errors if applicable.
Maintain data in the Customer Relationship Management (CRM) or Salesforce.com (SFDC) database.
Project a positive image representing the corporation to clients and the community; host and coordinate customer visits as needed.
Support preparation of proposals, quotes, and presentations; propose sales strategies.
Receive, evaluate, and respond to inquiries from customers, internal organization, or sales force regarding order-related or service issues; facilitate or recommend solutions for customer complaints.
Plan to meet forecast demands while communicating anticipated future needs internally; compare SA inventory to customer requirements and evaluate, organize, report, and optimize customer consignment inventory.
Observe and report any issues or concerns in support of company-wide Quality, Environmental, and Safety Management System (SMS) policies.
Carry out additional projects as assigned.