Customer Support Lead (MRO) S&K Aerospace

*This is a Central Georgia telework position, with the occasional need for on-site presence. The ideal candidate will need to be located within, or willing to relocate to this geographic region. 

The Customer Support Lead will oversee and manage a team of Customer Support Specialists designed to provide and maintain customer service and communication with foreign end users, Direct Commercial Sales (DCS) customers, and United States Department of Defense (USDOD) personnel. Monitor individual and department performance and provide instruction, as necessary, to ensure each team member follows company policies, adheres to established processes and procedures, operates within contractual obligations, strives to meet or surpass performance metrics, and carries out all assigned duties and responsibilities with the highest standard of quality. Coordinate and manage various activities associated with customer service initiatives related to the sourcing of equipment and repair services using a comprehensive understanding of Logistics and Supply Chain Services and interdepartmental processes.  This position manages conference logistical planning and presence and works with Vice President of Sales & Procurement to identify opportunities for new business and deliver those opportunities to Customer Support team members.

• Review and evaluate department performance data to determine contractual compliance; identify and build upon areas of success; pinpoint areas of need and develop and implement strategies to strengthen those areas.
• Serve as department representative in monthly senior management meetings, customer account out briefs, and various virtual or teleconference meetings.
• Compile, research, organize, and analyze statistical data. Design charts, graphs, and diagrams to create slide show presentations to illustrate department metrics and objectives, customer portfolio status, or overall program performance.
• Host customer program management reviews; prepare and present customer volume status reports; record minutes and action items; present minutes for review/approval; track progress and follow-up on action items.
• Maintains strong customer relations through appropriate face to face, oral & written communications, initiate and maintain proactive communications with regional sales representatives or consultants, support personnel, and assigned customers.
• Prepares quotations and proposals in support of new and follow-on business in accordance with company policy and procedures.
• Receives customer purchase orders, reviews for acceptance/rejection the customer's contractual terms and conditions and negotiates minor changes in contracts, records in Quantum, and tracks customer orders through entire lifecycle from initial quoting to delivery and follow-on support. 
• Issues purchase requisitions to purchasing and coordinates purchases or subcontracts with Procurement department. 
• Provides customer service support, response and tracking for problem areas with respect to delivery, packaging, product conditions, customer returns or other terms and conditions.
• Coordinates activities among internal company functions, including Sales, Finance, and Quality Assurance, to ensure customer interests are continually represented and balanced with company requirements.
• Manage Company presence at tradeshows and events. Oversee related plans and logistics including maintaining the tradeshow display, overseeing related sponsorships, registration, premium items, pre- and post-event communications strategy, booth set-up and tear-down, travel, and shipping.
• Measure, analyze, and make recommendations regarding the tradeshow program performance by using quality metrics and criteria to provide quarterly reports on impact of each show/event. 
• Develop the annual trade show program within budget and attend events as necessary, oversee and adhere to related budgets. Track expenses appropriately when coding related receipts.
• Work in conjunction with customer support, conduct event and tradeshow campaigns to generate demand and leads. Identify employees to represent the company at events and seek opportunities at tradeshows and events to position team members for success as it relates to prospecting, sales, and member retention.
• Research event attendees and report findings to management, customer support, and key staff on insights critical to staff success at tradeshow/events. Survey attendees where applicable. Identify new events where company presence has not been established

Quality Management:

• Create, update, and maintain current department processes and procedures in support of ISO certification and Quality Management System.

Supervisory responsibilities

• Provide daily direction and guida