Manager II, Customer Support

Manager II, Customer Support

Location:

Clemmons, NC, US, 27012 Business Unit:
Systems and Support Function:
Business Development

Triumph designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage. We are rapidly growing and looking for people who feel rewarded by innovation, career growth, and making an impact all while working with state-of-the-art equipment on cutting-edge projects.

If you're ready to be challenged, inspired, and supported as you pursue your professional best, we hope you'll explore a future with Triumph.

Position Profile: OEM Customer Support Manager Triumph

Title:

Customer Support Manager II Job Summary Responsible for customer communication, relationships, and account transactional management for OEM production programs. Serves as the primary link between the customer and the Product Line Manager to ensure communication of status and potential problem areas while advising on how to mitigate those concerns.

• Primary focus on completing "heavy" daily administration duties of processing returns, completing pack slips, inputting customer demand via ERP (Epicor), etc...for assigned customers.
• Primary point of contact with customers, acts as voice of the customer within the organization.
• Manages relationships with the customer base, fostering an environment where complex problems are solved in a manner that instills trust and respect for all parties.
• Responsible for establishing and maintaining contractual adherence & commercial relationships with customers. Communicates and drives requirement adherence within the organization.
• Accountable for quality and delivery as it relates to assigned customer base and agreed to production purchase orders.
• Assists in developing shop priorities based on customer requirements by effectively coordinating with the planning department.
• Tracks, monitors, and reports program performance using account management tools.
• Develops and executes an effective strategic plan to manage customer relationships.
• Responsible for accurately identifying customer demand for long-term forecasting and SIOP business planning.
• Furnishes advice, counsel, and general staff support to all departments in relation to program management.
• Contributes to team effort by maintaining a positive outlook.
• Complies with all company policies and procedures, including safety requirements.
• Other duties, as assigned, to ensure customer needs are met.

Physical Limitations:
Work may require sitting and/or standing for up to 8 hours per day, writing, and occasional business travel. Minimum

Education Required:

Bachelor's degree in business, marking, engineering. PMP certification a plus. Minimum Years of Experience

Required:

5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment. Key

Knowledge, Skills and Abilities Required:

Can meet ITAR requirements Strong Business/Contracts Acumen Professionalism in dealing with adverse situations Communication skills – Verbal, Written, PowerPoint Data skills –Excel Data analytics, MS Project, etc. Motivating/Developing employees Excellent Communication/Presentation skills Self-direction in managing multiple or ever changing priorities Microsoft Office Products ERP systems understanding Ability to read and write English Processing and completing…