Associate Customer Account Leader; Helicopter Business Unit

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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.

The Helicopter Business Unit is in search of an Associate Customer (Service) Account Leader to work in its Plant #4 facility in Winnipeg. This position is targeted for junior candidates to bolster succession planning within the experienced Heli customer support team. Initially, the successful candidate will start off with supporting administrative/program support functions across the various Heli products. As familiarity with the systems, processes, products is acquired, responsibilities will be incrementally expanded.

• Manages accounts through the practice of sound business judgment, recalling relevant information when analyzing situations and defending decisions.
• Receives, processes, and verifies engine/component/module induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders.
• Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compare engineering reports with estimates and invoices, identifies and addresses potential cost overruns as they occur;
  Determines estimate to invoice variance (EIVA).
• 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.
• 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.
• Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues. Facilitates or recommends solutions for the settlement of customer complaints.
• Ability to effectively prioritize tasks based off customer needs/expectations and internal requirements. Advocates for customer requirements during production meetings, working cross-functionally with peers and leadership.

• 1 year or more of experience in communicating effectively with customers (both internal and external), demonstrating effective use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals. Adapting language appropriate to the audience.
• 1 year or more of experience in strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
• Strong interpersonal and teamwork skills that includes experience with negotiation, conflict resolution and customer service.
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.

• A diploma in Business Administration, Marketing, or related discipline with two years or a…