EHRO Customer Service Manager
About The Position
East Hartford Repair Operations (EHRO) is looking to fill an open position as the EHRO Customer Service Manager, leading the customer-facing team here in both CTRP and CTSC. EHRO supports over 100 customers worldwide and plays an important role in the overhaul network to overhaul parts in support of the customer engine builds. This role manages the team of Customer Service Representatives who directly interact with EHRO’s customer base. The customer service team communicates part status outward, ensures customer priorities are flowed to the team in the shop, and works as the voice of the customer within EHRO. The Customer Service Manager will guide the customer service team on tactical decisions regarding customer support, as well as develop the strategy for how EHRO interacts with our customers through new digital tools and methods to ensure EHRO can best support their needs.
Requirements
- Advanced Degree and 7+ years of Operations, Program Management, Supply Chain, Materials Management, Engineering, Manufacturing, Aerospace, Aftermarket or Aviation Maintenance experience; OR Bachelor’s degree and 10+ relevant industry experience; OR Associate’s degree and 12+ years of relevant industry experience.
- U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.
Nice To Haves
- Degree in STEM, Engineering, Supply Chain, Business or Project Management preferred
- Proven ability to lead mentoring, coaching, developing talent and motivate teams to achieve business goals; bargaining unit / union workforce experience a plus
- Operations experience in Aftermarket Operations (AMO) or Overhaul and Repair (MRO) areas ideally within Engine Center (DAT) part repair environment
- Familiarity with airline engine maintenance costs, contracts, and financial details
- Working knowledge of Pratt & Whitney shop practices, quality standards, processes and procedures
- Technical knowledge of Pratt & Whitney’s Engines Repair and Repair Center business
- Understanding of Lean Manufacturing principles, and continuous improvement tools (CORE/ACE/SixSigma, QCPC and RCCA)
- Organizational, project management and statistical analysis skills
- Experience using Microsoft Office, SAP, MRP materials management, and Smartsheets
- Ability to work and effectively communicate with all levels of management, shop personnel and customers
- Proven ability to interface directly with outside customers preferred
Responsibilities
- Lead the customer service team interacting directly with EHRO’s customer base
- Lead the strategy of how customers interact with and communicate with EHRO
- Manage the tactical decisions to resolve any customer disputes, and lead the team through how to deliver news outward
- Manage and improve the quoting and catalog process to ensure customers know EHRO capabilities and repair offerings
- Grow and develop the customer service team to ensure appropriate support level across entire customer base
- Collaborate with site leadership on initiatives to support the shop floor as well as business goals.
Benefits
- medical
- dental
- vision
- life insurance
- short-term disability
- long-term disability
- 401(k) match
- flexible spending accounts
- flexible work schedules
- employee assistance program
- Employee Scholar Program
- parental leave
- paid time off
- holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
