Customer Account Manager

MTU Maintenance Dallas•Fort Worth, TX

10d

About The Position

MTU Maintenance Fort Worth is part of the world’s largest independent jet engine MRO company based in Germany providing aftermarket and OEM-licensed engine maintenance services worldwide. As a part of MTU Aero Engines, with over 80 years of experience in the design, development, and production of jet engine components, modules, and engines; MTU Maintenance is a global network of over 4,000 employees with over 35 years of experience in the MRO market. MTU provides maintenance from targeted hospital visits to complete overhauls on over 30+ commercial aero engine and industrial gas turbine lines and has completed more than 18,000 shop visits for over 1,400 customers worldwide. Within this Global network, MTU Maintenance Dallas provides hospital shop and on-site maintenance services. Customer Account Manager This position is a highly visible roll dedicated to interacting with and supporting MTU Maintenance Dallas, Inc. (MTU-D) Customers around the Globe. This position will be responsible for managing customer relationships, and assure compliance with technical, financial, reporting and delivery commitments within agreed upon terms and conditions. As the primary point of contact for valued customers, account manager performs as liaison with production, quality, engineering, planning, sales and all other local and MTU network support teams at domestic and international locations. Customer Account Manager (CAM), reviews required workscope, and generates maintenance proposals in line with company approved technical and financial terms and conditions. Monitor project progress and collaborate with finance and accounting teams to generate and review project invoices in a timely manner. Review customer engine and equipment storage status and report associated invoicing requirements. Extensive knowledge of MRO workscope review on commercial engines such as LEAP, GEnx, GE90, CF6-80, CF34, CFM56 and any other commercial engines is required to accurately evaluate and quote maintenance project requests. The CAM will work to continue development of customer relations and ensure continued success of MTU-D.

Requirements

Must have 3 to 5 years in depth knowledge of Aviation MRO with hands on experience in a Customer Service or Maintenance Management role.
Thorough understanding of the MRO technical data and OEM knowledge.
Experience in preparation of sales quotes and project management.
Accepts being accountable and responsible in work practices and expectations. Delivers what is promised.
Must be willing and able to deal with the customer and company employees in a courteous, professional, and effective manner.
Excellent interpersonal, written, and oral communication skills.
Highly Proficient in computer applications: MS Office Suite, Specifically Excel and SAP is beneficial.
Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
Uses innovative critical and creative thinking to evaluate and solve work and customer issues. Seeks assistance in solving work problems through collaboration and information seeking.
Demonstrated ability to work through people with sound teamwork, organizational, and interpersonal skills. Must be a leader that inspires and motivates a team.
Self-starter who can work independently or with a team with the ability to manage projects with competing priorities and tight deadlines.
Exceptional project management, people management and time management skills.
Ability to work in a demanding, deadline-driven environment.
Have solid group and one on one presentation experience.
Ability to act proactively as well as be a creative thinker.
Strong organizational skills that will allow for prioritization of multiple tasks.
Ability to analyze data and make sound observations and recommendations quickly.
Own the end-to-end customer relationship.
Prolonged periods sitting at a desk, frequent walking, and standing.
Must be able to lift up to 15 pounds at times.

Nice To Haves

A&P License with hands on aircraft engine experience and maintenance experience.
Experience with SAP Control production control system is a plus.

Responsibilities

Field incoming calls and emails for service requests from designated customers. All calls must be responded to with immediate attention and repair quotes should be delivered in a timely manner to meet customer’s support requirement timelines.
Ability to evaluate incoming workscope requirements and communications with production and quality teams to ensure availability of internal capabilities.
Collaborate with Sales and support teams to accurately establish competitive pricing for each workscope with fixed pricing, T&M pricing, or other pricing methodologies.
Create and deliver completed quotes to customer and ensure that all necessary follow up to submitted quotes is done in a timely manner.
Coordinate with Operations and Quality on staffing and qualifications and availability of personnel and tooling to accomplish the task within committed turn time.
Review technical manuals and routers with engineering and operations to ensure all technical information is available to the project lead.
Ensure project team has clear understanding of work scope requirements and access to necessary technical and / or project related travel information.
Update internal Project Tracking tools for all open projects, initiate work package, and ensure all project checklists are completed prior to start of work.
Responsible for ensuring that the project is opened in all systems.
Maintain open lines of communication with customer. Provide weekly status reports, document additional findings and update workscope and proposal pricing accordingly.
Work with MTU-D Management and Sales teams review and update annual workscope pricing.
On a scheduled basis review all completed jobs with Operations, Finance and Sales to evaluate project profit margin and project time overruns.
Verify the project information received by finance is correct and reflects any changes to original work scope to ensure accurate and timely billing of all completed projects.
Collaborate with internal and network teams to identify maintenance capabilities growth opportunities based on market and / or customer demands.
Attend industry conferences and represent MTU Maintenance Dallas team and MTU network.

Benefits

Medical, Dental, Vision, and STD insurance are effective immediately
Medical Flexible Spending Accounts
Employer-paid LTD and Life / AD&D insurance
401k with employer matching up to 2% with an additional discretionary contribution to 1% provided from the employer
Paid 2 weeks of Vacation, paid 10 days of PTO & Holidays
Annual Tuition Reimbursement
Monthly $30 Gym Membership Reimbursement
Passport and renewal compliance, and TSA reimbursement
Employee Assistance Program

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