Aerospace Customer Solutions Manager

Company Description

Chromalloy is a global engineering & solutions company.  We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines.  We develop, manufacture and repair critical turbine components for a range of engine platforms.  Our solutions support the engines running the aerospace, energy and defense industries around the world. 

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day.  A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation.  Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers.  Be part of something bigger with Chromalloy.

Job Description

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

Primary Accountabilities:

• The Manager will lead the local Customer Support team and ensure that our customers experience a consistent high level of service and satisfaction.
• Ensures the Customer Support 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 to 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 Support 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.
• Is 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.

INDCS

Qualifications

• Bachelor’s degree or three years of related experience; or equivalent combination of education and experience
• Experience in highly regulated industry or aerospace with experience in Sales, Business Development, Operations, Quality or Customer Support.
• Six sigma, lean manufacturing or CPEx experience preferred    
• 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
• Advanced MS Office Suite skills specifically using MS Excel and PowerPoint

Additional Information

Chromalloy is proud to be an Affirmative Action/Equal Opportunity Employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran's status, or visual, hearing, mental or physical disability. 

Any offer of employment will also be conditioned upon the successful completion of a background investigation and drug screen in accordance with company policy and applicable federal and state regulations.  This position requires access to controlled technology and technical data, as defined in the Export Administration Regulations and or the International Traffic in Arms Regulations.  Job offers are contingent upon Chromalloy obtaining any necessary authorization for the employee to access such technology in a timely fashion in accordance with business needs and prior to beginning work.