Airline Customer Account Leader

Build an Aviation Career You’re Proud Of

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

As an Airline Customer Account Leader, you will act as a liaison between operations, engineering, materials, sales and the customer to define, create and maximize value for both the end customer and the business, while maintaining a high-quality product/service and delivery. You will also act as a coordinator and project manager for commercial activities related to the customer’s relationship, account and MRO event/transaction within the Business.

 

Customer Relationship Management

• Customer communication and managing customer expectations: Acts as the primary

channel throughout the customer journey once work is secured (e.g., customer onboarding,

requirements gathering, reports, visits, customer updates, etc.)

• Managing customer experience and satisfaction: Listening to and capturing customer’s

feedback, ensuring a smooth customer experience, and uses this information to cultivate

customer loyalty and improve StandardAero’s overall service offering

Account and MRO Event Management

• Coordinating supporting services required for the engine MRO event if needed (e.g.,

logistics, rentals, field service work, component repairs, consignment inventory, etc.)

• Coordinating commercial activities to ensure satisfactory execution of the MRO event (e.g.,

contract flow down, translating customer requirements, work scope definition, etc.)

• Coordinating and validating fulfillment of technical requirements regarding the MRO event

(e.g., customer/commercial and airworthiness reports, technical documentation, etc.)

• Prepares and present customer estimates and invoices, managing customer expectations

with respect to costs and resolving any issues as they arise

• Maintains data in the internal applications/ systems (e.g., ERP (SA Menu), Customer Relationship 

Relationship Management (CRM) or SalesForce.com (SFDC) database, etc.)

Financial Accountability

• Actively managing the costs and financial performance of the MRO event/ transaction as it

flows through the shop, while maintaining accuracy and compliance

• Understands high-level business strategy and financial targets as it applies to the customer,

working to find innovative solutions to meet or exceed them

Technical Data Management & Knowledge

• Understands technical data and their applicability to the transaction and customer (e.g.,

OEM documents/portals, Transport Authority regulations, internal quality documents, etc.)

• Understands the LEAP Engine OEM and customer-specific maintenance requirements

General

▪ Responsible for observing and reporting any issues or concerns in support of the company-

wide quality, environmental and Safety Management System [SMS] policies.

▪ Measures relevant KPIs, and drives continuous improvement

▪ Carries out additional projects as assigned

Position Requirements:

Required Skills/Experience

Leadership & Interpersonal Skills

• Demonstrated experience in customer facing roles and/or managing multiple stakeholders

with complex, potentially conflicting requirements and interests

• Demonstrated experience and proficiency with negotiation, influencing others, conflict

resolution and customer service.

• Strong communication skills, both written and oral

• Strong planning, organizational, analytical, decision making and problem-solving skills

• Strong interpersonal and teamwork skills – demonstrates patience, tact and empathy when

working with others; values participation and feedback; uses collaborative approach

• Demonstrates proactiveness, self-motivated and desire for life-long learning

Technical & Business Acumen

• Experien