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Customer Support Account Manager - (HI11246)

Hawker Pacific Aerospace in Sun Valley, CA seeks a Customer Support Account Manager to support its Customer Support department. Selected applicant will be responsible for overseeing all aspects of MRO landing gear services as within the Customer Support Department. She/he is the liaison for major commercial accounts and ensures complete contract fulfillment with superior results in customer satisfaction, internally and externally. The CSAM will gain and maintain extensive customer insight and initiate all reporting, communication and visits.
A Customer Support Account Manager may be assigned to handle the Department Manager?s duties in his/her absence.
Essential Duties:
This individual has the responsibility and authority to carry out assigned tasks. She/he may be assigned some or all duties indicated below depending on job progression level.
1. Establish customer support strategy goals and objectives, commercially and financially.
2. Manage day to day operations of Customer Support activities.
3. Primary point of contact between major customers and Hawker Pacific Aerospace/Lufthansa Technik.
4. Provide delivery updates to customers, create and review status reports.
5. Participate and/or arrange event management meetings when applicable.
6. Measure and maintain customer satisfaction. Improve standards for handling customer complaints and participate in escalated issues to ensure customer satisfaction.
7. Conduct measurement, reporting, customer focus groups, and meetings for the purpose of improving service delivery.
8. Oversee contract management activities for the purpose of ensuring consistency in purchasing practices and compliance with adopted standards, as dictated by the customer.
9. Review margin sheets for each billing event, ensuring maximum revenue and profitability as allowed per contractual pricing.
10. Ensure contract margin targets are met.
11. Oversee cost estimate/quoting process, as applicable.
12. Initiate post event completion reviews ad scoring systems.
13. Assist sales team in maximizing revenue potential for all accounts.
14. Coordinate AOG technical support and quality assurance audits with the respective support department heads.
15. Work in concert with other members of the Lufthansa Technik Group to maximize sub-contracting to the fullest satisfaction of the client.
16. Actively participates in maintaining the company and customer scheduling needs, as assigned.
18. Manage asset availability and oversee the company scheduling events, if assigned.
19. Assist in reporting monthly KPIs to the senior management team.
20. Responsibility to work with LEAN Manufacturing principles.
21 Performs other duties as required by business needs.
Related Duties:
1. Practice, participate, and support continuous improvement programs.
2. Strong leadership in lean environment, organizational and decision making skills.
3. Enforce and Maintain 6S: Sort, Set in order, Shine, Standardize, Sustain, and Safety.
4. Adhere to the company?s safety program and procedures; compliance with local state and federals laws.
5. This individual has the responsibility and authority to carry out assigned task.
Knowledge, Skills and Abilities:
1. Strategic and tactical thinking.
2. Strong ability to analyze results, develop defensible conclusions and recommendations, and communicate clearly and effectively verbally and in writing (summaries, documents, reports, presentations).
3. A team player that thrives in a dynamic work environment and works effectively with others across disciplines, functions, and organizations.
4. Effective communication using a variety of styles and techniques appropriate to the audience.
5. Determine and meet customer needs and promote and be accountable for quality customer service.
6. Represent the company professionally and positively during client interactions and meetings.
7. Adapt to changing priorities, work environments, management styles, and business trends.
8. Develop and apply creative and innovative solutions to problems.
9. Maintain a high level of security and confidentiality of information.
10. Ability to effectively promote a diverse workforce and contribute to the State's Equal Opportunity Objectives.
11. Strong PC skills, including proficiency with Excel, Word and Power Point.
12. Able to read, write, speak, and understand English.
Education: Bachelor?s degree required. Master?s degree preferred.
Experience: Five (5) years of experience in the Aerospace industry; experience in a customer facing role preferred.
This position may require use of information which is subject to the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), or both. U.S. Person preferred. Under U.S. law, a U.S. Person is: a U.S. Citizen, a U.S. Permanent Resident (i.e. 'Green Card status'), a Political Asylee or Refugee. Foreign Nationals applying for this position are subject to U.S. export licensing requirements in order to lawfully have access to technical data, including approval(s) from the U.S. Department of State, Directorate of Defense Trade Controls or the U.S. Department of Commerce, Bureau of Industry and Security. Prior written authorization from the U.S. Department of State-DDTC or the U.S. Department of Commerce-BIS, or both, must be granted, or the inapplicability of such requirements must be certified by the Empowered Official, BEFORE the applicant can work at Hawker Pacific Aerospace.
Hawker Pacific Aerospace is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected cl



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