Aerospace Customer Solutions Manager

Company Description

About Chromalloy:

Chromalloy has expanded from a gas turbine parts repair business into an OEM supplier of production parts and advanced repairs and services for gas turbines used in aviation and power applications. Chromalloy serves the airline, military, marine and energy segments with a broad range of services at locations around the globe.

Job Description

Summary:   The Customer Solutions Manager will have primary responsibilities for the Customer Solutions team within the local operating unit.   The Customer Solutions Manager will be an experienced customer service professional who is able to lead the Customer Solutions team and ensure our customers have a uniform customer experience by following Chromalloy Customer Solutions policies and procedures and identifying opportunities to increase revenue and/or profitability.

Primary Accountabilities:

• The Manager will lead the local Customer Solutions team and ensure that our customers experience a consistent high level of service and satisfaction.
• Ensures the Customer Solutions team provides the appropriate level of service, communication and issue resolution expected by our customer base.
• Constant drive to ensure all aspects of the customer experience exceeds expectations
• Drive for ensure that the team are employing best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews as developed regionally and corporately.
• Develop and implement a comprehensive training and mentorship plan for each member of the Customer Solutions team to guarantee a baseline skill level and growth within the organization.
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience.
• Communicate the “voice of the customer” internally and externally through participation in day-to-day issues and through utilizing the Chromalloy customer satisfaction survey feedback process.
• Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers.
• Responsible to ensure compliance to our customer contractual obligations.
• Support business development and sales through the RFQ process, pricing data, models and other duties requested of them. 
• Able to leverage customer relationships and knowledge of Chromalloy’s value proposition to Identify opportunities to enhance year over year revenue growth and customer retention.

 Challenges:

• Establishing trust and credibility with customers, peers and Unit leadership.
• Meeting one’s objectives
• Must be assertive in developing and applying structure and process where it may not exist today.
• Ability to manage ambiguity and affect change in situations of limited direct responsibility
• Build strong relationships with customers by responding quickly and truthfully to requests and building trust.

Competencies:

1. Thought Leadership – Intellectually sharp, analytical and critical thinker, capable and agile. Consistently challenges and improves thinking / decision making of team.
2. Action and Result Orientation – High energy, drive and sense of urgency. Consistently delivers top performance.
3. Personal Accountability - Owns actions and results; keeps commitments.
4. Respects & Values Diversity – Understands and takes advantage of a global diverse workforce and marketplace.  Promotes and encourages diverse ideas and solutions from team.
5. Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.

INDCS

Qualifications

Education: Bachelor’s degree or three years of related experience; or equivalent combination of education and experience. 

Experience:  Management experience in highly regulated industry or aerospace with experience in Sales, Business Development, Operations, Quality or Customer Solutions.

Six sigma, lean manufacturing or CPEx experience preferred

Skills:             

• Demonstrated understanding of customer requirements and focus to achieve these objectives
• Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate
• Proven ability to communicate conclusions based upon analysis and findings.
• Proven flexibility and ability to cope with pressure resulting from changing priorities and meeting tight deadlines and reporting requirements
• Must demonstrate an