Director Cust Service - Grand Prairie, TX

Job Description:

Job Description:
Reporting to the General Manager, the Director of Customer Services is responsible for establishing and maintaining a tangible department culture that focuses on fostering positive relationships with customers and supporting departments. Understanding and relaying financial and technical information to the customer (internal and external).

Responsibilities:
• Follow company procedures in establishing new Customer accounts.
• Maintain and establish a trusting relationship between Client and the Customer.
• Provide supporting departments with accurate and timely information.
• Provide others within the department with guidance and direction as required to ensure customer
expectations and requirements are met efficiently.
• Ensure all customer requests are complied with in a timely and professional manner.
• Provide financial and technical guidance and assistance to Customers as requested.
• Review and approve all invoices - provide explanation and guidance to our customer base.
• Prepare estimates on repair or overhaul, including detailed letter writing, providing customer valuable
information and possible options.
• Review and approve summary condition reports, if applicable.
• Negotiate, manage, record, and track commercial gestures and discount with the customer in accordance
with Clientsrequirements.
• Maintain and report Customer Metrics (sales forecast, rolling forecast, TAT to quote, …) on a weekly basis
in conjunction with Director of Maintenance and the General Manager.
• Manages the over dues from Customers
• Coordinate and oversee technical support efforts and Customer relations.
• Provide a focal point for the liaison between the customer and relevant Company departments.
• Maintain the integrity of the Companys reputation by assuring the requests of the Customer are executed
in a timely fashion while maintaining the Companys best interests and financial goals.
• Establish work scope based on customer request as well as shop suggestions and recommendations.
• Work with the Director of Maintenance and Quality Department to ensure on time delivery to meet
customer expectations and monitor repair TAT for all assets in WIP.
• Maintain customer fleet/data in the CRM. • Make sound decisions regarding serviceable vs. new parts at
installation.
• Support other departmental duties as required.
• Plan inductions and manage production plan updates in accordance with customer demands and
communicate accordingly to DOM and Quality Manager to ensure proper capacity and planning.

Qualifications:
• Minimum of 4 years experience in aerospace industry on Helicopters.
• Minimum of 2 years’ experience in Customer support, Sales and related fields.
• Excellent interpersonal communication skills.
• Proficient with the use and operation of computers and basic software.
• Ability to work flexible hours with additional time as required.
• Familiarity with basic accounting techniques.
• Must have a basic knowledge of OEM warranty and commercial support programs that may be available to
the operator, if applicable.
• Familiar with Lean Six Sigma- process and procedures
• Have a basic understanding of warranty information, accounting computations and invoicing.
• Must be self-motivated.
• Organizational and administrative skills.
• Must be able to read and write English.
• Must be able to travel as required.
• Must have the legal right to work in the United States.
• Experience working with main ERP systems (AvSight preferred)

Competencies:
• Ability to work in a fast-paced environment.
• Ability to make decisions, solve problems and set priorities.
• Versatile, open, resourceful, and autonomous person who enjoys working in a team.
• Orientation towards excellence in customer service.
• Must be willing to be available after hours for contact with our customer base.
• Skilled communicator and active listening skills.
• Skilled negotiator, focused on problem solving.

Why ACES
• Time and a half overtime pay
• Full max per diem benefits
• Benefits
• Paycheck Advances
• Vacation Bonus
• Life Insurance
•Referral Bonus Program

Job Ident #: f720cce6-d646-4f3c-b49a-4784f5af29a1

Company Details

Aviation Consulting Experts, Inc.

1953 Golden Heights Rd, Ste 1901
Fort Worth, Texas 76177 USA
www.aviationaces.net

ACES and AMP's mission is to provide our clients the very best to complete aircraft programs and projects while saving time and money.

Benefits:
upon request

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Grand Prairie, Texas, United States

Type

Permanent

Company Details

Aviation Consulting Experts, Inc.

1953 Golden Heights Rd, Ste 1901
Fort Worth, Texas 76177 USA
www.aviationaces.net

ACES and AMP's mission is to provide our clients the very best to complete aircraft programs and projects while saving time and money.

Benefits:
upon request