Customer Service Manager for Rolls-Royce AE 3007, AE 2100, and AE 1107 Customer Programs - Standard Aero

Customer Service Manager for Rolls-Royce AE 3007, AE 2100, and AE 1107 Customer Programs

Maryville, Tennessee 

Build an Aviation Career You’re Proud Of

No matter your background, we will support you to take on new challenges and grow your skills. You’ll build relationships, ensure our teams are taken care of and advocate for our customers’ needs. Our values like integrity, service, teamwork, and communication will make you proud to be part of StandardAero.

Grow our ever-growing business by assisting customers, reaching new ones, and developing program strategies to help us succeed. You’ll build relationships, ensure our teams are taken care of, and advocate for our customers’ needs.

As a Customer Service Manager for Rolls-Royce AE 3007, AE 2100, and AE 1107 Customer Programs, your role is to lead a team of Customer Account Leaders and focus on the financial and contracts execution performance of maintenance, repair, and overhaul (MRO) programs and is accountable to the Director of AE Programs at the Maryville, TN site. This role will be involved in the review of program performance and compliance to ensure they are executed and performing better than plan.

 What you’ll do:

• Provide coaching, process development, and tool development to the Customer Account Leader (CAL) direct reports, who will be the front line to program customers. 
• Responsible for working with the CALs to prepare model reviews, customer reconciliations, and consolidation of program results for internal reviews. 
• Responsible to support the business unit Controller for program specific reports. 
• Create objectives towards developing business processes aimed at creating workload efficiency gains, technology enhancements, and continuous process improvements to ensure optimal program performance management. 
• Position Responsibilities:
• Acts as a liaison between customers and business operations regarding contractual requirements, status of work, pricing, scheduling and shipping.
• Establishes detailed operational objectives and action plans to meet customer program requirements. 
• Manages adherence to program plans and schedules.
• Develops control systems and reports that accurately measure progress such as estimate and invoice schedules with milestones and budgets.
• Responsible for ensuring customer satisfaction in all aspects of the assigned business to include providing business support to both external customers and internal production operations.
• Oversees material ordering processes and labor targets to ensure compliance to contractual and financial requirements.
• Identifies potential problems related to schedule, material, resources, or capacity, and provides recommendation for corrective action. Communicates impact and recovery plans to the customer.
• Ensures contractual commitments are met.
• Makes decisions, carries out actions, and directs others in matters related to the duties and goals of the program in coordination with appropriate functional leaders.
• Works across all functional departments to ensure that customer and contractual requirements are adhered to for production, procurement, quality control, logistics, and administrative functions.
• Obtains customer approvals for work scope changes and special purchase requests.
• Acts as an escalation contact for customers on matters related to performance and anticipates and fulfills customer needs to ensure their satisfaction and continued business.
• Provides alternative solutions to customer, including submission of over and above requests.
• Works in conjunction with Operations and Supply Chain in the development and submission of over and above quotations to customers.
• Reviews invoices for accuracy in terms of labor, materials, cost, sell, contract compliance special programs, warranty and discounts. Resolves discrepancies and disputes.
• Acts as the primary contact for Sales, assisting in the review and approval of customer proposals.
• Develops and monitors key performance indicators for the department (examples, in Days to Invoice, Estimate to Invoice Variance, and Shipped Not Invoiced to name a few)

What skills you will use:     

• Experience in aerospace, airline, or MRO industry or a similar industrial repair and overhaul business
• Experience in a leadership position
• Post-secondary education in business administration/management is an asset, specifically in Accounting, Finance, or Operations Management or equivalent.
• Some technical experience in gas turbine repair and overhaul environment is a plus
• Familiarity with (applicable systems) quality procedures and documentation including process paperwork, parts routing procedures, IDB, engineering repair instructions, work instructions, and non-conformance reporting systems
• Working knowledge of (applicable material) original equipment manufacture’s publications and work instructions including overhaul and maintenance manuals, parts catalogues, and service bulletins is a plus
• Proficient in the use of computers, familiarity with Microsoft Word, Excel and integrated systems considered an asset
• Effective time management and organizational skills
• Effectively communicate in a professional manner.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability

About Us

When you work at StandardAero, you're not just an employee, you are a part of a vibrant company of like-minded people, all working collaboratively towards the same goals. We succeed as a team because we value the unique contributions and perspectives of all of our people, fostering a culture of collaboration and excellence. It's a culture that promotes mutual respect and effective communications to create an environment of stability, shaping the organization and forging a successful future. Our goal is to be the best place to work, giving each and every employee the opportunity to reach their maximum potential through continuous learning and advancement opportunities, allowing all team members to exceed their potential and empower everyone's success.

StandardAero is one of the world's largest independent providers of services, including engine and airframe maintenance, repair and overhaul, engine component repair, engineering services, interior completions and paint applications. The company is a global enterprise that employs nearly 7,000 employees worldwide with annual revenues exceeding $4 billion. StandardAero serves a diverse array of customers in business and general aviation, airline, military, helicopter, components and energy markets. The company celebrated its 100th year of industry leadership in 2011.

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us

Inclusivity Is Our Standard

It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.