Customer Service Manager - Turbofan MRO

About the Client:

Our client is a Part 145 FAA-accredited company with over 15+ years of industry experience. They are leaders in aircraft maintenance, specializing in providing out of scope repair solutions, and serve airlines, lessors, and aviation organizations worldwide.

About the Role:
We are seeking a Customer Service Manager (CSM) to oversee all aspects of client interactions, ensuring seamless communication, accurate cost estimates, and timely project updates. The CSM will serve as the primary liaison between customers and internal teams, facilitating collaboration to meet client needs while optimizing operational efficiency. This role involves managing work scopes, providing status reports, handling invoicing, and identifying opportunities for additional services, all while fostering strong relationships with customers.

Key Responsibilities:

• Customer Inquiries and Quotes: Receive and respond to customer inquiries, review work scopes, and prepare accurate cost estimates and quotes.
• Status Updates and Reporting: Provide weekly status updates, including engine progress by module, additional findings, revised schedules, and updated cost estimates.
• Collaborate in Production Meetings: Act as a bridge between customers and internal teams during production reviews, ensuring alignment on engine repair progress and updates.
• Data Accuracy and Preparation: Ensure all relevant engine information is gathered to generate precise cost estimates before initiating repairs.
• Foster Customer Relationships: Maintain clear and consistent communication with customers to build trust and establish a highly collaborative working relationship.
• Invoice Management: Process invoices accurately and on time, communicate costs to customers, and address quality control or records-related concerns.
• Profit Maximization: Manage part purchases, repairs, and usage to maximize profit margins on customer projects.
• Travel and Extended Hours: Be available for occasional travel and additional work hours as necessary to meet project deadlines and customer expectations.

Qualifications:

Mandatory Skills and Knowledge:

• Technical expertise in turbofan engines, such as CFM56, V2500, CF6, or comparable systems.
• Experience in aircraft MRO/Component MRO customer service, including quoting, invoicing, and liaising with technical teams.
• Strong written and verbal communication skills with the ability to effectively consult and negotiate.
• Proven ability to deliver superior customer service and maintain positive relationships.
• Team-oriented mindset with the ability to resolve conflicts and promote synergy.
• Exceptional organizational skills with attention to detail and adaptability in work style.
• High proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).

Preferred Skills:

• Familiarity with Quantum aviation software.
• Bilingual proficiency for enhanced communication.
• Experience with Salesforce CRM for managing customer data and workflows.

Why Join Us?
This role offers a unique opportunity to blend technical expertise with exceptional customer service in a fast-paced aviation environment. As a Customer Service Manager, you'll play a critical role in delivering superior client experiences while driving operational success. Join our team and be part of an organization that values collaboration, innovation, and excellence.