Customer Account Leader - Military​/Govt

Overview

Build an Aviation Career You’re Proud Of

At Standard Aero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

As a Customer Account Leader
, you’ll act as a liaison between operations, engineering, materials, sales and the customer for product transactions in support of all types of customers (transactional, contractual, PBTH, field service, etc). Understand and implement solutions to maximize the customer experience and the financial requirements of the business unit.

• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.
• Builds relationships with both external and internal clients.
• Updates and completes Measures of Performance (MOPS).
• Reads and interprets legal documents to determine requirements for the creation and distribution of production documents using language in clear and concise manner.
• Receives, processes, and verifies engine/propeller/component/module/accessory induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders.
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compares engineering reports with estimates and invoices, identifies and addresses potential cost overruns as they occur; determines estimate to invoice variance (EIVA).
• Applies basic project management principles, identifying available resources, defining scope, developing timelines and budgets, analyzing cost-benefit and evaluating risk. Designs strategies to mitigate risk and influences buy-in from all stakeholders while applying the seven steps of continuous improvement.
• Initiates the required action for response to customer service requests for workscope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel. Provides a close liaison and informal leadership role with service engineers, operations, logistics and materials.
• Provides customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives. Manages customer visits and acts as the primary contact between the customer and production operations regarding expected completion dates, tracing and expediting shipments as needed.
• Validates inventory costs, explaining pricing, price increases, estimate and invoice changes to customers.
• Manages customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
• Monitors and analyzes cost projections on an ongoing basis, proposing solutions for corrective action as required.
• Manages customer concerns, identifying costs associated with and impacts on resolution of Customer Concerns on other areas. Justifies resolution (internally or to customer) and proposes a rationale for adjusting policy.
• Coordinates OEM warranty and resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.
• Maintains data in the Customer Relationship Management (CRM) or  (SFDC) database.
• Projects a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed.
• Supports preparation of proposals, quotes and presentations and proposes sales strategies.
• Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues.…