Senior Customer Service Manager (HGES)

Job Summary:

This role involves interacting with and supporting HAECO Global Engine Support, LLC Customers worldwide. The role includes managing customer relationships and ensuring compliance with technical, financial, reporting, and delivery commitments as per agreed terms. As the main contact for valued customers, the Senior Customer Service Manager acts as a liaison with production, quality, engineering, planning, sales, and other GES network support teams both local and globally.

The Senior Customer Service Manager assesses necessary work scopes and creates maintenance proposals in line with company-approved technical and financial terms. They oversee project progress and collaborate with finance and accounting teams to issue and review project invoices promptly.

Additionally, they track customer engine and equipment storage statuses and report associated invoicing needs. In-depth knowledge of MRO work scope review on commercial engines such as LEAP 1A/1B, CFM56-7B/-5B/-3, CF34-3/-8/-10, CF6-80, GE90, V2500, and other commercial engines is essential for accurately assessing and quoting maintenance project requests. The Senior CSM focuses on building customer relationships and ensuring the ongoing success of HAECO Global Engine Support, LLC.

Essential Job Duties:

1. Work with customers to get PO, work scope and schedule.
2. Create WO’s in the ERP system and initiate the work scope review process.
3. Generate and send finalized quotes to customers and guarantee prompt completion of all required follow-up for submitted quotes.
4. Coordinate with MX Supervisor for engine induction date and work scope.  Advises production on required 5-day lease return completion date (DVI, GVI, BSI, Discrepancy report).
5. Schedules BSI’s as well as any other vendor items needed. This includes PO creation.
6. Accumulate pertinent customer information during the maintenance visit (i.e., required parts, major defects, TAT, etc.) Coordinate with customer for updates, changes in work scope, priority changes, etc.
7. Daily Communications with customer including completion of all customer required reports, meetings, etc.
8. Manage customer expectations and provide true, reliable data.
9. Final authority on moving engine from Gate 1 to Gate 2.
10. Notifies Purchasing of Part due date is missed.
11. Creates Dailey reports for parts and material for both internal and external use.
12. Invoice review and approval.
13. Reviews hours applied during Gate 1 against standard and provides task anomaly issues to production head (Profitability analysis).  Tasks consistently overrun are noted and provided to Commercial team for contract revisions. 
14. Perform technical reviews with customers. Creating technical review documents and monitoring KPI’s/Metrics.
15. Cushions for TAT and parts dates.

1. Act as liaison with customers and production when the Director of Account Management is out of office

17. You may be asked to perform special projects as needed. These can be assigned based upon workload.
18. Promote the company and conduct business in a professional manner
19. Consistently interact with co-workers and customers to ensure a respectful and productive work environment
20. You must be in the office by 8:30AM. Workday is 8 hours after 30-minute minimum lunch break . Due to the nature of this role and location of customers, there will be times where you are required to perform your duties outside of the normal work times. Remote and flex schedule is available at managers discretion and needs of the business.

Other Duties and Responsibilities

1. Comply with all safety policies, practices, and procedures. 
2. Participate in proactive team efforts to achieve departmental and company goals
3. Perform other duties as assigned. (Assistance in other departments may be required)

Accountabilities:

The Senior Customer Service Manager reports to the Director of Account Management

Minimum Job Qualifications:

1. A minimum of 5 -7 years aviation experience directly related to MRO
2. Thorough comprehension of MRO technical data and OEM knowledge
3. Ability to learn new concepts and a problem solver
4. Business acumen and customer support skills
5. Smoothly interact with customers and shop floor
6. Flexible to work nights/weekends when needed
7. MRO Software (Quantum Control, SAP, AMOS etc.) proficient
8. FAA Airframe and Power Plant Certificate (A&P) and/or 4-year degree desired
9. Intermediate to advanced user of Adobe DC & Microsoft Office Programs (Outlook, Word, Excel, PowerPoint)
10. Read, write, and understand the English language

Physical Requirements:

1. Must be able to lift 20 lbs.
2. Able to sit at a desk and work on a computer most of the time
3. May be exposed to loud noise
4. Able to bend, stoop, kneel and stand for prolonged periods, climb steps, ladders, and/or service stands
5. Ability to talk, hear and smell
6. Reach/handle items, work with fingers and perceives attributes of object and materials
7. May need to work outside as necessary
8. Normal or corrected hearing

HAECO Group is an equal opportunity employer. At HAECO, we are committed to creating an inclusive and supportive working environment for all our people regardless of their age, gender, gender identity, sexual orientation, relationship, family status, disability, race, ethnicity, nationality, religious or political beliefs. We believe in creating an environment where people feel comfortable at work and are able to realize their full potential.