Address
Form of work
SalaryTurbineAero is the world’s leading independent aerospace component maintenance, repair, and overhaul service provider focused on APUs and related products. The business provides military, commercial, and regional airline customers with a comprehensive maintenance solution for their legacy and new APU engine models.
Sr. Leader, Customer Programs and Service
The Customer Service Manager is responsible for leading the TurbineAero customer service team to achieve superior levels of customer satisfaction by ensuring timely, accurate and competitive responses to requests for service and support.
This leader must be a hands-on leader which includes 1 on 1 mentorship with team members, including fundamental customer service practices, establishing standard work that all team members follow and most importantly be an excellent communicator.
Sr. Leader, Customer Programs and Service Duties
- Work with their teams to identify and implement improvements in the way work is conducted across their area of responsibility.
- Implement a process to measure responsiveness to customer requests for quotations and Service.
- Identify process developments to improve the metric and implement a month tracking process.
- Establish a process to measure and improve accuracy of quotations.
- Implement a process to monitor the cycle time of the entire quotation to approval process to enable achievement of breakthrough performance.
- Improve delivery performance by improving the cycle time around the key customer service processes.
- Improve the level of service quality, as defined by the customer.
- Define and implement a customer service quality metric which tracks a continuous improvement
- Increased automation, standard work and lean processes to drive efficiency, eliminate process rework and improve the quality of data and support
- Implement a performance culture where the service professionals are sought out as key contributors to business success.
- Establishes a business environment where customer satisfaction is at the center of the business and drives the organization to consistently find and deliver additional ways to add value to the customer.
Sr. Leader, Customer Programs and Service Requirements
- Bachelor’s degree in business administration or related discipline or 7+ years of experience in customer service disciplines and leadership.
- Experience or familiarity with aerospace systems and businesses is a plus, especially as it relates to aftermarket business processes.
- Must have experience utilizing Enterprise Resource Planning Systems (Such as Syteline) to effectively drive operational performance.
- Syteline Experience a PLUS
- Superior communicator and constructive collaborator throughout the organization.
- Strong people skills – committed to developing and motivating people to their full potential.
- High degree of personal accountability and the drive to achieve superior results and expand role and responsibility.
- Can be trusted and possesses high integrity, while also able to provide the necessary leadership for efficient teamwork.
