Customer Account Leader

Job Description
Customer Account Leader

Location:

Richmond BC, Canada

Build an Aviation Career You’re Proud Of
At Standard Aero, we use our ingenuity and know-how to solve aviation’s most complex challenges. Together, we get the job done—and done well. Our stability, resources, and respectful culture support long-term career growth with a team you can count on every day.

Position Overview
As a  Customer Account Leader , you will serve as the primary liaison between customers and internal teams, ensuring seamless execution of product transactions across operations, engineering, materials, and sales. You will drive customer satisfaction while balancing business objectives, cost management, and operational performance within a fast-paced, regulated aviation environment.

What You’ll Do

Act as the primary point of contact for customers, coordinating across operations, engineering, materials, and sales to ensure accurate and timely execution of orders and services

Manage end-to-end order lifecycle, including order intake, validation, work scope changes, estimates, invoicing, and delivery coordination

Interpret customer contracts and technical documentation to ensure compliance with agreed terms, pricing, and regulatory requirements

Monitor cost performance, analyze estimate-to-invoice variances (EIVA), and proactively identify and resolve cost overruns

Provide customers with updates on pricing, scheduling, delivery timelines, and alternative solutions, managing expectations throughout the service cycle

Lead resolution of customer concerns, including root cause analysis, cost impact assessment, and recommended solutions

Coordinate warranty claims, credits, and debits, ensuring accurate and timely resolution

Apply project management principles to plan work scopes, manage timelines, assess risks, and implement mitigation strategies

Maintain accurate data in CRM/Salesforce and internal systems, ensuring compliance with company, customer, and regulatory requirements

Build and maintain strong relationships with internal and external stakeholders while supporting continuous improvement initiatives and team performance

Basic Qualifications

Minimum of 2+ years of experience in a customer-facing, operations, supply chain, or account management role

Minimum of 2+ years of experience managing customer orders or service transactions, including order processing, quoting, or invoicing

Minimum of 1+ year of experience interpreting contracts, purchase orders, or technical documents and applying requirements to business processes

Minimum of 1+ year of experience analyzing cost, pricing, or performance data to support decision-making

Demonstrated experience managing multiple concurrent priorities and meeting established deadlines in a professional environment

Experience collaborating with cross-functional teams (e.g., operations, engineering, supply chain, sales) to achieve business objectives

Experience resolving customer issues or complaints, including identifying root cause and implementing corrective actions

Demonstrated ability to communicate effectively in English, both written and verbal, in a professional business environment

Legally authorized to work in Canada without current or future employer sponsorship

Preferred Qualifications

Diploma in Business Administration, Commerce, or a related field with a minimum of 2 years of relevant experience, or a Bachelor’s degree in a related field, or an equivalent combination of education and experience

Experience in aerospace, manufacturing, MRO, or other regulated/technical industries

Experience supporting contractual and/or transactional customers (e.g., PBTH, field service, long-term agreements)

Knowledge of inventory management, logistics coordination, or production planning

Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma)

Understanding of export compliance and regulatory requirements

Benefits That Make Life Better

Comprehensive Healthcare

Pension/Retirement Savings Plans

Paid Time Off & Holidays

Career Development & Training Opportunities

Employee Assistance Program

Inclusive & Collaborative Work Environment

About Us
Raising the Standard of Excellence since 1911
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