Aerospace Customer Support Manager
il y a 3 semaines
The Customer Support Sr. Manager will serve as the primary liaison between the customer, multi-site customer service teams, and company executive management. This role is responsible for ensuring timely responses to all customer inquiries by monitoring the status of the repair process through the shop to ensure customer satisfaction and turn times are met.
Key Responsibilities
• Lead a multi-site, global customer support team and develop standard processes across all sites
• Develop and maintain positive customer relationships and address customer concerns in a proactive manner according to company standards
• Answer complex customer inquiries on product availability, part interchangeability, maintenance, and the status of orders
• Inform company personnel of incoming customer orders
• Monitor processing of all customer requests and orders, both in-plant and out of plant, to ensure customer requirements are met
• Coordinate the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters
• Proactively communicate with the customer to acknowledge receipt of all customer requests and provide status reports to the customer on a regular basis
• Act as focal point for all incoming and outgoing written and verbal communication with assigned customer(s)
• Keep sales department personnel fully informed of customer activity and issues
• Develop and provide periodic repair order status reports to company management and the customer as required
• Ensure that the company provides the highest quality services during selected customer visits, exhibit trade shows, air shows, conferences, special events, and product demonstrations, evaluations, and deliveries
• Complete special projects and other duties as assigned
• Maintain knowledge of Spirit organization and products to provide the appropriate information and support to customers
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