Program/Customer Representative Job in Montreal for Lockheed Martin Canada |

Program/Customer Representative

October 7 2021
Industries Airspace, Aviation, National Defence
Categories Customer service, Customer Service, Call Centres, Defence, Security, Engineering, Trades, Technicians, Construction
Montreal, QC

Specific Job Description

Reporting to the Program Management Director, the Senior Customer Representative will be the principal point of contact for the customer and will oversee the contractual obligations and manage the Customer Satisfaction linked to the Maintenance, Repair and Overhaul (MRO) activities of CFM56 engine series.

As a Senior Customer Representative, the successful candidate will assume responsibilities that includes the following efforts /tasks:

  • Manage and oversight contractual program obligation
  • Provide daily technical review with the on-site Customer and coordinate actions between the customer and engineering team
  • Oversee the Work In Progress (WIP), provide WIP priority, lead actions and raise escalation to cross functional team to ensure on time delivery (Engineering, Planning, Production, Supply Chain, Finance)
  • Responsible to obtain and archive customer approval for contractual exclusion (WorkScope upgrades, Change Request etc.)
  • Review the technical documentation, engine records and define and issue the technical induction WorkScope
  • Produce the weekly progress report and present to the Customer
  • Create Sales Order and Work Order as needed in Enterprise Resource Planning (ERP) system.
  • Coordinate reception and routing of customer supply parts
  • Review final invoice to ensure the contractual obligations are met
  • Coordinate engine pickup and shipment according to contractual obligation
  • Responsible to perform post certification customer satisfaction survey
  • Provide solution and answers to solve customer Invoice dispute
  • Coordinate scrap parts disposition according to contract
  • Responsible for the key performance indicator of the Program ( Profitability, On time delivery, Induction Schedule, customer satisfaction, Accounts payables, etc)
  • Participate to the internal monthly Program Review and Quarterly program review with Customer
  • Bring innovative solution to improve the Program performance and participate in solving complex commercial situation
  • Develop and improve Program process.

Business Environment

Lockheed Martin Canada is the Canadian-based arm of Lockheed Martin Corporation, a global security and aerospace company employing 110,000 people worldwide, including more than 1,000 Canadians. By applying innovative approaches of our highly skilled and experienced Canadian workforce, we have been Canada’s trusted defence and aerospace partner for over 80 years. We operate major facilities in Ottawa, Montreal, Halifax, Calgary and Victoria and work on a wide range of programs from advanced naval technology products and unmanned systems software to providing delivery and in-service support of the latest military aircraft to commercial engine repair and overhaul capabilities. This position is part of the Lockheed Martin Commercial Engines Solutions team within our world-class facility in Montreal, where approximately 300 employees engage in comprehensive engine maintenance, repair and overhaul, as well as customized engine builds for military and commercial operators.

Required skills, qualifications and experience

  • Business degree or Engineering degree from an accredited university in a related discipline (mechanical, aerospace)
  • 5 to 7 years of relevant work experience in Customer facing role and managing complex Customer account
  • Experience working with complex contract structure
  • Excellent communication and negotiation skills
  • Strong analytical and problem-solving skills with sound judgment and initiative
  • Great planification and organisation skills
  • Capable to work in a fast paste environment with constant priority changing and work well under pressure
  • Strategic mindset
  • Ability to multitask and work without direct supervision
  • Strong interpersonal skills, ability to influence others and excel working as a team
  • Innovative and focus on Continuous improvement
  • Information Technology (IT) literate (Excel, Power Point)
  • Fluent in English and French
  • Willingness to be called afterhours and to work extended hours.

Desired skills, qualifications and experience

  • Experience with aircraft propulsion systems, repair and overhaul activity
  • Knowledge of CFM56 engines
  • Quantum Control experience
  • Knowledge of airline management.

Equal Opportunity Statement

Lockheed Martin Canada is an equal opportunity employer that values diversity in the workplace. We are committed to excellence in serving all customers, including people with disabilities, and we encourage feedback on the provision of these services.

Apply now!