Sr Manager, Aftermarket Customer Support Programs

Who YOU are and what YOU can become:

We are seeking a dynamic, experienced and self-motivated individual who will be the senior leader responsible for ensuring global customer satisfaction and managing revenue sharing partnership relations.  This role is central to the company’s customer experience strategy and involves a blend of team management, operational oversight, and strategic thinking.

 

The ideal candidate will have a deep understanding of the aviation or similar heavy industry, a proven track record in international customer support, field service and program leadership, experience with partnership relations management, and a passion for building strong, long-lasting customer & partner relationships.

 

Who WE are and where WE are going:

At MRA Systems, our employees have amazing opportunities to work on advanced technologies and systems that support thousands of customers and millions of people worldwide every day.  From the first flight across the Pacific Ocean to developing highly complex structures for the most popular aircraft in the world, we have come a long way always with a can-do approach to problem solving while delighting customers with our high say-do ratio.  We are looking for people with innovative ideas and the drive to help us grow into the future.

 

A pioneer in the production and assembly of complex aerostructures including aircraft and rocket components, engine nacelle systems, thrust reversers and advanced composite products, we apply the latest digital technologies and automation in composite design and manufacturing that are second to none.  

 

At ST Engineering MRAS, we are also rapidly augmenting our maintenance, repair and overhaul (MRO) capabilities leveraging the company’s expanded aircraft nacelle portfolio as well as it’s materials and processing expertise.

 

What YOU will do:

Customer Relationship Management

• Own the Customer satisfaction responsibilities for the Aftermarket department which include establishing and reporting measurement indicators (KPIs), customer feedback, industry trends and field issues, and complex issues escalation and resolution
• Build and maintain strong, positive relationships with airline operators, and revenue share partner teams
• Develop and implement customer support strategies, policies and procedures to improve customer satisfaction
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Team Leadership and Management

• Lead, develop and grow a team of customer support, field service and program management professionals.
• Set goals, provide ongoing coaching and plan training to enhance team skills and performance
• Oversee the management of multiple customer support programs to achieve the company’s organization strategic goals, ensuring alignment of resource utilization across the program/product lifecycle in the Aftermarket environment.
• Manage budgets, forecast and plan resource needs and stay informed about industry and fleet trends

 

Customer Support Program Management and Revenue Sharing Partnership Management

• Oversee multiple Aftermarket Programs internal and external management, to assure profitability, business plan management, proposal reviews, field campaigns leadership, pre and post contract administration, claims administration, customer satisfaction in products and repair services
• Manage budgets and schedules with the Partner for external customer conferences, lead all external customer surveys and report results to the senior leadership team
• Manage and nurture partnership relations for multiple programs, manage all aspects of the partnership agreements, including revenue share, payment collection, and workshare distribution

 

What YOU must bring to Succeed:

Bachelor's degree from an accredited university/college with a minimum of 10 years of experience in Customer or Product Support Management including 5 years in a people leadership role; recent experience in the aviation industry is strongly preferred. MBA is preferred

• Support travel requirements up to 25% (domestic and international)

 

Desired Characteristics:

• Strong interpersonal and leadership skills, with demonstrated ability to analyze and resolve problems, ability to l