Customer Account Manager
About the role
The Customer Account Manager is responsible to ensure that the customers’ and MTU’s interests are protected in accordance with contractual obligations and to ensure that services on customer engines are completed within budgetary requirements, and within acceptable business practices. Typical duties include representing the customer effectively within MTU, managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, and maintain optimum results for MTU and it’s customers.
Tasks
Sales Oriented:
- Ensure that invoices reflect customer and MTU expectations.
- Obtaining and internally communicating customer removal forecasts and updating eight-week forecast.
- Providing input to management reporting and feedback to Senior Manager, Engine Programs /Senior Management on Shop Visit Status.
Customer Set-Up and Planning:
- Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented during the shop visit.
- Organize customer on-site maintenance activities, including Field Service.
- Ensure that the engine specific information is transferred from customer to internal interfaces via computer transactions, meetings and engine owner processes.
- Obtain engine shop visit data from the customer and coordinate Workscope Review Board.
Shop Visit Related :
- Ensure customer requirements are reflected in internal engine workscoping processes and ensure that the agreed upon work-scope reflects customer expectations.
- Perform cost monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of price implications.
- Responsible for entire invoicing process, cost estimations (work request), monitoring costs to ensure they remain within budget in conjunction with the customer and engineering, and reviewing invoices.
- Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective and maintain optimum results for MTU and it's customers.
- Interface in production control and logistics for Shop Visit planning and scheduling.
Contract Related :
- Ensure that warranty claims against OEM and warranty claims from customers against MTU are administered effectively .
- Responsible for the organization of engine transportation.
Relationship Items:
- Inform customer regarding progress of engine and engine repair cost by through customer updates, including weekly written status reports which stipulates engine Turn Around Time and serviceability dates.
- Responsible for coordination of Master Parts List and customer supplied material (COP - Stock), as well as on-call service and AOG support.
- Resolve customer inquiries, as well as Customer Complaint Management.
- Ensure appropriate communication with external and internal customers.
- Representing the customer effectively within MTU and possess an understanding of customer requirements and perspective.
- Handling of invoice disputes.
Requirements
- Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in a aviation environment
- or equivalent education with 3-4 years experience technical background and customer support, preferable in a aviation environment
- Education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
- Intermediate knowledge with Microsoft Operation System Windows
- Intermediate to advanced knowledge with MS Office
- Intermediate knowledge with SAP Customer Support specific functions/transactions
Go to our website, to learn more about us. After your application is received, hiring managers will review for potential next steps.
MTU supports diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.
This position may require access to export-controlled goods and technology. As a condition of employment, candidates must be able to comply with all applicable export control laws, including the Canadian Controlled Goods Program. Candidates may be required to provide relevant information and documentation for the purpose of confirming their ability to access and handle export-controlled goods and technology.
MTU Maintenance Canada does not use Artificial Intelligence (AI) to review and/or screen candidates.
About MTU Maintenance Canada
MTU Maintenance Canada Ltd. is an organization that is approved by the Federal Aviation Association (FAA), Transport Canada and other aviation authorities to inspect, maintain, repair, overhaul and test aircraft engines, modules, and components. MTU Canada is a North American member of the MTU Maintenance networks of companies, one of the largest provider of independent commercial engine services worldwide. The Canadian operations base serves in two locations in Delta and Richmond, British Columbia.
The Delta operations facility holds OEM technical data licenses required to maintain, repair and overhaul GE, IAE and CFMI engines: CF6-80, CFM56-2/3/7, F108, F138 and V2500 as well as a variety of other OEM licenses to perform MRO services on engine accessories for these and several other engine types. In 2022, MTU provided maintenance for V2500 and CF6-80 operators and owners and for the F108 and the F138 under USAF contracts.
Customer Account Manager
About the role
The Customer Account Manager is responsible to ensure that the customers’ and MTU’s interests are protected in accordance with contractual obligations and to ensure that services on customer engines are completed within budgetary requirements, and within acceptable business practices. Typical duties include representing the customer effectively within MTU, managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, and maintain optimum results for MTU and it’s customers.
Tasks
Sales Oriented:
- Ensure that invoices reflect customer and MTU expectations.
- Obtaining and internally communicating customer removal forecasts and updating eight-week forecast.
- Providing input to management reporting and feedback to Senior Manager, Engine Programs /Senior Management on Shop Visit Status.
Customer Set-Up and Planning:
- Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented during the shop visit.
- Organize customer on-site maintenance activities, including Field Service.
- Ensure that the engine specific information is transferred from customer to internal interfaces via computer transactions, meetings and engine owner processes.
- Obtain engine shop visit data from the customer and coordinate Workscope Review Board.
Shop Visit Related :
- Ensure customer requirements are reflected in internal engine workscoping processes and ensure that the agreed upon work-scope reflects customer expectations.
- Perform cost monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of price implications.
- Responsible for entire invoicing process, cost estimations (work request), monitoring costs to ensure they remain within budget in conjunction with the customer and engineering, and reviewing invoices.
- Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective and maintain optimum results for MTU and it's customers.
- Interface in production control and logistics for Shop Visit planning and scheduling.
Contract Related :
- Ensure that warranty claims against OEM and warranty claims from customers against MTU are administered effectively .
- Responsible for the organization of engine transportation.
Relationship Items:
- Inform customer regarding progress of engine and engine repair cost by through customer updates, including weekly written status reports which stipulates engine Turn Around Time and serviceability dates.
- Responsible for coordination of Master Parts List and customer supplied material (COP - Stock), as well as on-call service and AOG support.
- Resolve customer inquiries, as well as Customer Complaint Management.
- Ensure appropriate communication with external and internal customers.
- Representing the customer effectively within MTU and possess an understanding of customer requirements and perspective.
- Handling of invoice disputes.
Requirements
- Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in a aviation environment
- or equivalent education with 3-4 years experience technical background and customer support, preferable in a aviation environment
- Education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
- Intermediate knowledge with Microsoft Operation System Windows
- Intermediate to advanced knowledge with MS Office
- Intermediate knowledge with SAP Customer Support specific functions/transactions
Go to our website, to learn more about us. After your application is received, hiring managers will review for potential next steps.
MTU supports diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.
This position may require access to export-controlled goods and technology. As a condition of employment, candidates must be able to comply with all applicable export control laws, including the Canadian Controlled Goods Program. Candidates may be required to provide relevant information and documentation for the purpose of confirming their ability to access and handle export-controlled goods and technology.
MTU Maintenance Canada does not use Artificial Intelligence (AI) to review and/or screen candidates.
About MTU Maintenance Canada
MTU Maintenance Canada Ltd. is an organization that is approved by the Federal Aviation Association (FAA), Transport Canada and other aviation authorities to inspect, maintain, repair, overhaul and test aircraft engines, modules, and components. MTU Canada is a North American member of the MTU Maintenance networks of companies, one of the largest provider of independent commercial engine services worldwide. The Canadian operations base serves in two locations in Delta and Richmond, British Columbia.
The Delta operations facility holds OEM technical data licenses required to maintain, repair and overhaul GE, IAE and CFMI engines: CF6-80, CFM56-2/3/7, F108, F138 and V2500 as well as a variety of other OEM licenses to perform MRO services on engine accessories for these and several other engine types. In 2022, MTU provided maintenance for V2500 and CF6-80 operators and owners and for the F108 and the F138 under USAF contracts.